Zipwire

Zipwire delivers cloud call center features in a scalable, user-friendly environment. Its multi-channel inbound and outbound capabilities are a fit for small to enterprise-level organizations, and everything is conveniently stored online so it’s easy to get up and running. Zipwire’s functionality also includes tools to manage sales, marketing, and customer service.

The flexible features available in Zipwire make it a great option for inbound, outbound, and hybrid contact centers that operate across various channels. It utilizes skills-based agent routing to ensure that customers are getting to the right agent with minimal holding. The outbound portion allows users to manage campaigns and create agent workflows to improve overall efficiency and service.

Zipwire goes beyond call center applications. It seamlessly integrates with the CRM system so interactions with customers can be recorded and tracked in real time, no matter which channel they’re using. Reps handling inbound calls benefit from alerts that link to customer information in the CRM. The reporting and analytics package monitors call quality for agents and issue-handling time, offering greater visibility into customer satisfaction. The web + mobile API integrates with mobile apps and websites so customers can initiate voice, text or video chat with contact center agents with a single click.

Because they offer a pay-as-you-go pricing model, Zipwire works well for businesses that handle seasonal bursts in call volume and disaster recovery. They can easily accommodate the needs of a startup or a multi-department organizations with thousands of seats