Hosted Call Center Featured Article

Zultys Offers Call Handling and Agent Performance Insight

By Anuradha Shukla
TMCnet Contributor

A new MXreport tool from Zultys offers call center managers and system administrators  insight into call handling and agent performance.

The latest solution from Zultys (News - Alert) leverages about 50 call detail record (CDR) fields through an easy to use drag-and-drop report builder interface. This interface, according to Zultys, enables managers to create and output their own custom reports, which can also be generated into spreadsheets and other document formats.

Companies can use MXreport to better understand and improve their call center operations, communications flow and customer service.

Neil Lichtman (News - Alert), chairman & CEO of Zultys noted that organizations are searching for solutions that can both improve their call center operations and control costs. By allowing company-wide, real-time collaboration, Zultys Unified Communications (News - Alert) supports distributed agent call center operations and management capabilities.

MXreport also helps companies analyze their communications patterns, employee productivity and customer service levels. Lichtman emphasized that the reporting tool can be especially useful to both the legal and finance sectors where it is imperative for managers to accurately identify communications with specific clients and programs, and to meet legal and regulatory requirements.

MXreport is available immediately through Zultys network of Authorized Resellers.

Zultys was in news recently for releasing its newest software (Release 5.4) for the MX30 and MX250 IP-PBX (News - Alert) systems.