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Zailab

Name: Zailab
Rating: 4.5 (2 reviews)

By Zailab

914 Interested

Highlights : About Zailab

Customer engagement center

Quality management

Inbound call center

Flow processing & routing

Customer tagging

About Zailab

Zailab is an intelligent, cloud-based omni-channel communication solution designed for small and medium sized contact centres. The software uses AI to intelligently route and prioritize calls, with integrated quality assessment and workforce management tools provided in addition. Zailab approaches every problem with a beginners mind and focuses on developing new solutions to existing contact centre problems with the aim of ensuring customers receive an excellent customer experience and a positive result. Zailab are the first ever to offer a true usage/consumption based model.re

Specifications

Business Size

Startup

Customization

Yes

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Customer engagement center

Quality management

Inbound call center

Dashboard

Flow processing & routing

Multi-channel communication

Call center management

Assessment management

Task management

Call scripting

User defined attributes

Contact database

Real time call monitoring

Call record & playback

Waiting room dashboard

CRM integration

Customer & agent matching

Benefits

Quality assessment tools

Workforce management and quality assessment tools help to ensure that clients aren't waiting too long, that agents are following protocol, and that there are enough agents on duty to meet service level agreements.

Incoming call notifications

All incoming voice calls, video calls, emails, chats, and SMS messages are placed in a virtual waiting room before being automatically prioritized and routed to the most suitable, available agent.

Drag and drop interaction

With Zaiab's drag and drop interaction flow builder, administrators can define (and adapt) exactly how caller journeys will flow through the system, taking into account agents, skills, sites, and services.

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