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Zylinc CLOUD Navigator

A unified tool for better service across your organization

Empower every employee to deliver great customer service – no matter where they are in the organization.

When everyone has a complete overview of customers, colleagues, and calls, great service becomes a natural part of everyday work.

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A shared foundation for better customer experiences and collaboration

In many organizations, customer service isn’t limited to the contact center – advisors, specialists, and administrative staff often play a vital role as well. When a customer calls an employee directly, or when a case requires involving the right colleague, having the proper tools is essential. Yet many companies still lack them today, resulting in gaps in the customer experience and making internal collaboration more difficult.

Zylinc Navigator addresses this by giving every employee a personal control center for telephony, availability, and customer information. It ensures a consistent and professional customer experience, no matter where in the organization the call lands – while strengthening collaboration across teams and departments.

How Zylinc Navigator works

Zylinc Navigator is a web and mobile application built on TDC Erhverv Scale or TDC Erhverv One+. The solution sits on top of your existing telephony system and enhances it with features and integrations that make communication and collaboration simple for every employee.

Zylinc Navigator unifies telephony, colleague presence, and customer information in a single, intuitive interface. Employees can easily manage availability rules, call forwarding, and messages, while automatically seeing colleagues’ status across Microsoft Teams, Outlook, mobile, and land-line. When a customer calls, the system performs a CRM lookup to instantly display relevant information — giving the employee immediate insight into who they’re speaking with.

Zylinc Navigator and Zylinc Cloud Contact Center share the same User Database, Presence Manager, and Lookup functionality. This ensures seamless integration between the two solutions, allowing them to complement each other with many of the same capabilities — tailored to different user profiles and business needs.

Benefits for the IT Administrator

Zylinc Navigator simplifies telephony management and brings day-to-day administration closer to the users. The result is lower costs, less complexity for the IT department, and an organization that collaborates more effectively across teams.

Benefits for users

Zylinc Navigator gives every employee clarity and control, making it easy to deliver professional service – even when customer service isn’t their main responsibility. At the same time, it strengthens collaboration across the organization, as colleagues can quickly be found and contacted based on their skills, area of expertise, and availability.

Who is the solution for?

Zylinc Navigator is ideal for companies that want to empower every employee to deliver a professional customer experience – without requiring them to be part of a traditional contact center setup.

Zylinc Navigator shares its features and data foundation with Zylinc Cloud Contact Center, but it’s more cost-effective than a full contact center agent license. This allows the solution to be deployed across a larger part of the organization, lowering the Total Cost of Ownership while enhancing the customer experience company-wide.

To use Zylinc Navigator, the company must have TDC Erhverv Scale or TDC Erhverv One+, both based on Cisco BroadWorks.

Want to see how Zylinc Navigator can transform your organization’s customer experience?

Contact us today to book a demo.

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Frequently Asked Questions

Does Zylinc offer a telephone solution?

No, Zylinc enhances your existing telephone solution by building on top of it.

What does ‘overview of colleagues’ mean?

Zylinc is the only provider in the market real-time status across MS Teams, Outlook calenders, mobile phones and land lines. For example, if a colleague is on a call, their icon appears red (busy). Once they hang up, stop their Teams meeting or finish a meeting booked in their Outlook calendar, their icon turns green (available).

We also offer a solution that lets you view a colleague’s availability at a glance. This includes statuses such as in a meeting, at lunch, on vacation or on parental leave, all represented by intuitive color codes.

How many queues (IVRs) are included in Zylinc?

There’s no limit. You can create as many queues (IVRs) as you need – for example ‘moving out’ and ‘rent payment’ queues, or temporary overflow queues during month-end or busy periods. Queues can have different opening hours, and you can choose to offer options like callback and digit collect on certain queues, but not others.

If, for example, you have an emergency heating breakdown in a building or need to inform residents about water being turned off for a day, you can easily record and play a new welcome/waiting messages on a given queue.

The call flow is fully customizable to suit your organization’s unique needs.

How can I find colleagues or expertise in other departments?

Built into Zylinc is a powerful search engine. Comments can be added to ’Notes’ under each Zylinc profile, so you can also search for words or names.

With keyword tags like ‘moving out’, ‘emergency water damage’, ‘pet permit’ or your own local groups, you can easily see who is the right person to help the resident. At the same time, you can see if that colleague is available and then transfer the call with just one click.

Colleagues can also create their own groups across offices, resident cases and properties. This way, you have the most relevant numbers at hand and can transfer calls with a single click.

Which license types does Zylinc have?

With Zylinc, there is a license to match most needs. We offer 4 different license types – from Supervisor, designed for team leaders who manage agents in call centres over advanced agents licences with all rights, to mobile licenses for non-desk employees.

Because all employees are integrated into the same system, you have an overview of each other’s availability and can smoothly transfer calls across departments and locations/offices.

Zylinc is built to easily scale up or down according to your needs. And with us, licences are floating – meaning one license can be shared by multiple employees as long as they are not logged in simultaneously.

Can I pull data to monitor service level delivery?

In Zylinc, you have access to a real-time overview of the situation in your call center(s). In your wallboard, you can define what insights you want – for example current SLA level, how many calls are waiting in queue, staffing levels on queues and more.

Wallboards are available either as is or as a fully customized add-on and can be displayed on any number of screens with a single design purchase.

Does Zylinc support reason codes?

Yes. You define the reason codes and decide how many you want.

Reason codes allow the colleague answering a call to select what the inquiry was about at the end of the conversation.

With reason codes, you get an overview of what residents are calling about. This gives you the opportunity to provide additional training for employees in these areas or prepare in other ways, such as by expanding information about these topics on your website or in welcome packs.

What is callback and digit collect?

With callback, you offer residents the option to receive a return call without having to wait on hold. This is perceived as a great service, especially when there is a longer waiting time.

Our callback service supports international phone numbers, and the callback service is included in Zylinc.

Digit collect is a service where residents can enter digits such as an invoice number or social security number before reaching an agent.

When the resident’s call is answered, your employee will have the case displayed on their screen correlating to the entered digits. This saves time as the agent need not ask the resident this information, which is also perceived as great service.

Digit collect can register only numbers, not letters, as the input is done via the phone.

Do you offer NPS and call recording?

Yes, NPS is available as an add-on – it’s actually a standard integration ready to plug’n’play. After the conversation ends, the caller receives an SMS, which you can customize, with a link where they can rate the call and provide feedback.

The same applies to call recording. For this add-on, you can choose whether the recordings should be stored for 30 days or 2 years. After this period, the actual recordings are deleted, but anonymized data about the call can still be included in your statistics.

If you do not want call recording, the following tools are included in the Supervisor Agent license: Listen-In, Whisper, Barge-In and information to the agent when a call is being monitored.

Zylinc can be scaled and enriched with add-ons such as NPS and call recording according to your needs.

Which systems can Zylinc integrate with, besides Unik?

We can create integrations with numerous CRM and other third-party systems via OpenAPI. We have standard integrations with systems such as 118, Salesforce, Zendesk and Unik – and more are being added regularly.