What’s new in Zylinc Cloud: Highlights from the first six months of the year
The first six months of the year have brought a wide range of new features, enhancements, and investments in Zylinc Cloud. Across all of these developments, our focus has remained the same: making everyday work easier for our customers, providing greater flexibility, and building a strong foundation for the future of customer service and contact centers.
Here’s a look at some of the key areas we’ve been working on.
A new and more flexible reporting experience
We’ve relaunched Zylinc Statistics with a completely redesigned and more flexible reporting experience. Every organization has unique reporting requirements, so we’ve focused on making it easier to build reports and dashboards that match your specific needs. Whether you’re looking for operational insights, management reporting, or customer interaction analytics, the new solution gives you greater flexibility and more powerful ways to work with your data.
New tools for supervisors
The role of the supervisor continues to evolve, with more day-to-day responsibilities moving closer to operations. To support this, we’ve introduced a range of new supervisor tools that provide greater autonomy and flexibility.
Supervisors can now manage reason codes, update agent roles, create queue messages, and support agents through a new escalation feature. The goal is to make it easier to respond quickly to operational changes while improving both employee productivity and the customer experience.
Zylinc Post-Call Analytics
In 2025, we introduced Zylinc Post-Call Analytics, which automatically transcribes customer conversations and generates call summaries and keywords. The solution reduces the need for manual documentation while ensuring more consistent call records. Throughout 2026, we’ve focused on significantly reducing transcription and summary processing times. Previously, processing took approximately one-third of the call duration. Today, summaries are typically ready by the time an agent opens them after the conversation ends. We’re also preparing a new feature that will allow agents to edit AI-generated summaries directly, making post-call work even faster and more efficient.
A new mobile app for Zylinc Cloud
We’ve been developing a new mobile app for Zylinc Cloud. The first release offers the same core functionality as our existing apps while delivering a significantly improved user experience, navigation, and visual design.
More importantly, the app is built on an entirely new platform that makes future development much faster and more flexible – including support for a built-in softphone in future releases. This makes the new app more than just a redesign – it’s an important step toward a more flexible and future-ready mobile experience.
Full carrier independence
We’ve added full presence support for Telenor, meaning Zylinc Cloud now supports all major Danish telecom providers. This allows customers to choose the carrier that best fits their business without sacrificing functionality or user experience. We believe flexibility should extend to your choice of telecom provider as well.
Expanded integration opportunities through the Zylinc API
We’ve continued expanding the Zylinc API, enabling new integration opportunities, including support for selvbetjening.nu. These enhancements make it easier for municipalities and other organizations to connect telephony, contact center functionality, and digital self-service solutions into a more seamless citizen or customer experience.
Greater reliability with redundant SIP infrastructure
For many organizations, telephony is business-critical infrastructure. That’s why we now offer redundant SIP trunk connectivity, allowing traffic to automatically fail over to an alternative connection if a SIP trunk becomes unavailable. The result is improved resilience and higher availability for organizations where uptime is essential.
More customers are moving to Zylinc Cloud
We’re continuing to help customers migrate from our on-premises solution to Zylinc Cloud. At the same time, we’ve assumed full customer responsibility for a growing number of organizations, managing everything from migration and support to ongoing customer success. This gives customers a single point of contact for the platform, support, and future development.
More frequent updates and even greater stability
We’ve also introduced a new release model for Zylinc Cloud. Going forward, bug fixes, security updates, and smaller enhancements will be delivered more frequently and in smaller releases. This reduces the complexity of each deployment and minimizes the risk of changes affecting one another. The result is greater platform stability, faster delivery of improvements, and a more predictable update experience. We’ll share more details about the new release model and our update communication process soon.
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