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

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.

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.

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.

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.

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.

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.

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.

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.

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.