ZaiLab Launches World’s First 100% Cloud-Based Call Center Technology in the US

By Sudipto Ghosh On Feb 28, 2018

ZaiLab Launches World’s First 100% Cloud-Based Call Center Technology in the US

ZaiLab Develops the First ‘Call Center-As-A-Service’ Technology That Provides Call Centers of Any Size and Enterprise Grade

ZaiLab, an omnichannel and cloud-based contact center software company, introduced the world’s first 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.

At the time of this announcement, CEO and founder of ZaiLab, Nour Addine Ayyoub, said, “Just as accounting, CRM, sales enablement, project management, networking, communications, and marketing automation tools have been re-engineered for the SMB market over the last 10 years, we’re doing the same for call centers.”

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Nour added, “With the rise of direct brand-to-consumer models and the importance of providing exceptional customer service, the market was ripe for disruption.”

The platform is unique because of four major unique features–

100% Cloud-Based

Unlike existing solutions that have had feature after feature ‘bolted on’ to their offering, ZaiLab has been designed from the ground up to be cloud-based and functional within minutes of setting up an account. As a result, the agent and customer experience is seamless and user-intuitive.

No Upfront Setup/Install Costs

Full-featured contact center solutions traditionally require a dedicated technician to set up and maintain. Our interactive flow designer features a simple to use editor that lets organizations determine how customer interactions 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.

Usage-Based Pricing

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.

Universal Waiting Room

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 at the right time.

Interactions are also prioritized and routed to agents based on past customer experience, business value, and agent-customer compatibility.

All these features combine to create the most advanced call center technology platform on the market that can be made available to any company operating a call center.

ZaiLab is demonstrating their software at Enterprise Connect 2018 on March 12-15 and will showcase the ZaiTruck, an all-terrain space truck converted from an 18-ton military truck by their in-house industrial design team. As a special benefit to Enterprise Connect attendees, ZaiLab is providing a 14-day free evaluation of its products to anyone who receives a live demonstration at booth #1919.

Currently, ZaiLab is branded as a next-generation software company specializing in omnichannel cloud-based contact center software. They create software for businesses of all sizes, particularly small to medium contact centers looking for a cost-effective way to personalize routing, improve client conversations and increase efficiency.