Simpler than a ticketing system. An alternativ to a shared inbox.
Zylinc Cloud Email
Professional, efficient and structured email handling – built directly into your contact center. With just one click between answering calls and emails, your team can effortlessly deliver consistent service across customer touchpoints.
Don’t let shared inboxes become shared problems
Email is often overlooked in the customer journey, yet it’s one of the most critical touchpoints. Still, many organizations manage emails through shared Outlook inboxes, leading to challenges such as:
- Lack of insight: No way to measure performance or track follow-up – emails remain a black box.
- Unclear ownership: Risk of duplicate replies – or worse, no reply at all
- Inconsistent quality: Tone, content, and visual presentation vary from agent to agent.
At the same time, traditional ticketing systems are often too complex, costly, and cumbersome, especially for teams that simply want to handle customer emails efficiently and professionally.
Side by side in your contact center
Zylinc Cloud Email isn’t a standalone tool, it’s a natural and seamless extension of your contact center. Emails are handled just one click away from calls, all within the same interface. That makes Zylinc Cloud Email a powerful user-friendly alternative to the traditional shared inbox — and a fully measurable part of your contact center operations.
Because the extension is integrated directly into your existing contact center platform, you will benefit from:
- Easier onboarding as well as real-time data and insights
- A unified system for email and calls
- Clear responsibility allocation and history
- Faster responses, fewer errors, and better collaboration
- Automation and templates with standard texts
Ideal for …
- Organizations with 2+ agents handling customer emails
- Departments that don’t require traditional ticketing systems
- Receptions and teams spread across multiple locations
- Internal IT or other support functions
4 key benefits and features of better email management
1. Structured email management – Without the burden of a full system
- Centralized queue management with automatic prioritization
- Smart assignment rules based on workload and interaction history
- Customizable templates with logo, signature and standardized texts
The result: Faster response times, reduced manual work, and more consistent, high-quality, error-free replies.
2. Enhanced collaboration — Whereever your agents are
- A single platform for both emails and calls
- Shared history and full overview of all inquiries
- Reduced training time thanks to one unified interface
The result: Greater efficiency and a consistent customer service experience.
3. Scalable all-in-one platform designed for outstanding customer experiences
- Streamlined workflows and simplified onboarding
- A professional look and feel — every time
- Scalable and future-ready
The result: Consistent, professional communication in a platform that evolved with your business needs.
4. Measurability and insight
- Real-time data on email volume, response times, and agent activity
- NPS integration and optional CRM connectivity
- Wallboards and dashboards for management overview
- Proven value across the entire customer service operation
The result: Better decision-making and data-driven optimization.
Technical information
- Integrates as an additional channel in your Zylinc Cloud solution
- Connects to MS Outlook via IMAP
- Emails are handled in rich text format
- Supports up to 50 agents accessing the same inbox
- Effortless handling of up to 400 emails per inbox
- Intelligent email routing based on history, department, or agent skills — just like with voice queues
Getting started with Zylinc Cloud Email is quick and easy
Zylinc Cloud Email integrates seamlessly with your existing setup, allowing you to deliver better service without added complexity.
To get started, reach out to your Zylinc partner today.
See all our add-ons
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