Zultys Updates MX Contact Center and ZAC Unified Communications Platforms

Zultys has launched Release 16 for MX-SE, MX-E, and MXvirtual platforms and version 7.0 of ZAC (Zultys Advanced Communicator), a single unified communications and collaboration application for employees working across multiple locations.

"With Release 16, Zultys is taking another step toward providing a full omnichannel integrated call center product to our already robust UCaaS suite," said John Osgood, executive vice president of sales and marketing at Zultys, in a statement. "In these unprecedented times, having an easy-to-use collaboration tool in a single pane of glass is more important than ever. Zultys offers our customers a way to unite all of the methods they prefer to communicate from where ever they are in a single secure solution regardless of their chosen deployment method."

Zultys MX Release 16 includes improvements to system security for compliance with the Health Information Portability and Accountability Act (HIPAA). Zultys has enhanced all operations in the data center to be HIPAA compliant as well.&

Release 16 includes more secure password requirements, data retention policies, and a log to track who had access to the MX system.

Zultys customers can now also send SMS messages. SMS messaging is available through ZAC for Windows and Mac and Zultys Mobile Communicator applications for iOS and Android devices.

With ZAC 7.0, users can do the following:

  • Share their computer screens with other users or with multiple coworkers in a group chat; and
  • Invite people who are not members of the organization to join a group chat. The external users can exchange messages and join screen-sharing sessions.

ZAC now also supports Call Attached Data (CAD) so agents can take notes on their calls right inside their communication applications. Notes can be in free form or structured with pre-configured questions. When calls are transferred, the CAD notes are included so the next agent who answers the call will know what the caller wants. ZAC also supports the web chat interface directly from company websites.

Zultys also added voicemail transcription. The MX system can now automatically transcribe audio messages. ZAC users will see both the audio file and its transcription in the voicemail screen. The system can automatically send emails to the user's inbox with the message transcription in the body of the email and the audio file as an attachment.