ZaiLab Launches 100% Cloud-Based Call Center Technology

ZaiLab, an omnichannel and cloud-based contact center software company, introduced a 100% cloud-based, pay-as-you-go call center technology platform. Based on the fact that traditional call center solutions are big, expensive, and thus unavailable to small to medium-sized businesses, ZaiLab has embarked on a mission to develop the first “call center-as-a-service” technology that provides call centers of any size the technology that larger enterprises have access too.

ZaiLab has been designed from the ground up to be cloud-based and functional within minutes of setting up an account. Full-featured contact center solutions traditionally require a dedicated technician to set up and maintain. ZaiLab says its interactive flow designer features a simple to use editor that lets organizations determine how customers flow through their center and what happens along the way. In as few as 10 minutes, customer flows can be designed by anyone in the organization and the platform can be live.

Everyone in the customer’s organization who wants and needs access can get full and unhindered access to every single one of ZaiLab’s features. Customers will only pay for the services they use in the volume they use them. All interactions, whatever their channel, are placed in the same single waiting room and considered together before being routed to the agent most likely to provide the best outcome. The agent’s call outcomes, customer satisfaction scores and interaction data are fed back to our machine-learning algorithm to make sure customers are matched to the right agents in the right time. Interactions are also prioritized and routed to agents based on past customer experience, business value and agent–customer compatibility.