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Zyntra Call Center
Zyntra OTAZyntra Call Center, the call center inside Zyntra OS
Zyntra Call Center: your calls, your customers, one system
Zyntra Call Center is a call center inside Zyntra OS. Every call rings at an agent's desk with the caller's card already open, from your own customers and leads. Queues with a press-1 menu and opening hours, callbacks that keep the caller's place, voicemail, follow-ups for every missed call, recordings, a live wallboard and reports — all in the same system as your sales, support and accounting. It works beside any Zyntra OS, and it is free when Double Support's agents answer your calls.
What sets Zyntra Call Center apart
The caller's card, from your own customers
In the same system as sales, support and accounting — and for those answering for clients, one team for many clients, each walled off.
- The caller's card and its links show only what the agent may read; a call for one client never shows another client's records
- One agent per call, oldest call first — two clicks cannot both take it
- A desk that stops answering goes offline by itself
- «Try a call» before going live, never billed
- Every provider notice signature-checked — nobody can fake calls into your logs
- Erlang C staffing, client billing and quality reviews
See it working
Pictures of a made-up company, taken from Zyntra Call Center itself.
The live wallboard
Who is waiting, who is free and how today is going, every few seconds: each queue with its waiting callers and its service level, and each agent with their state. A supervisor can listen to a call, whisper to the agent only, or join the call.
Whispering and joining run on Twilio; on RingCentral, the supervisor listens.
Quality reviews pre-filled by Flowrica
Each agent's average score against your pass mark, and the answered calls waiting for a review. Flowrica fills in what the call's facts already say — how fast it was answered, its outcome, its notes and its next step — and the supervisor confirms the score. The agent reads the review of their own call.
For whom
Zyntra Call Center works beside any Zyntra OS, in your language — Arabic too:
- Companies that answer their own calls. Your agents, your numbers, your customers — one price a month for the whole company.
- Companies whose calls Double Support's agents answer. Then Zyntra Call Center is free: our agents work in it for you, and you read what they did.
Every call reaches the right person
From the moment the phone rings:
- The caller's card. The agent sees who is calling from your own customers and leads, their open tickets, projects and last calls.
- Queues with a press-1 menu. Each number has its menu, each queue its opening hours; outside them the caller leaves a voicemail.
- Callbacks that keep the caller's place. A caller can ask to be called back instead of waiting, and keeps their place in the line.
- Voicemail with its transcript. Read it before you call back.
- No missed call is forgotten. It waits on the follow-ups list until someone calls back, and the caller can receive a text you wrote.
- Call lists from Reach. Reach campaigns put leads on a call list, and agents work them one by one with the script and the caller card.
- Skills first. A caller's language is read from their record and a menu choice can ask for a skill; the call rings the agents who have it first, then everybody.
- Hand a call over after a word. A warm transfer holds the caller while the agent speaks to a colleague, then hands the call over or takes it back; a cold transfer passes it straight on, to a person or another queue.
- Closed on your holidays. A queue can follow the holidays of your HR calendar.
- Blocked numbers and a do-not-call list. A number you block never reaches an agent, and nobody calls a number that asked not to be called.
- Pause the recording. While a caller gives card details, the agent pauses the recording and resumes it after.
- On Twilio or RingCentral. The phone line runs on your own Twilio or RingCentral account — your company chooses. More coming soon. The press-1 menu, the callback that keeps the caller's place and the voicemail transcript run on Twilio.
Supervisors see and hear what happens
Quality you can measure:
- A live wallboard. Waiting callers, answered and missed calls, the service level and every agent's state.
- Listen, whisper or join. A supervisor listens to a call, speaks to the agent alone, or joins the caller.
- Recordings heard only by those allowed. Each listen is written down.
- Quality reviews. Flowrica fills in what the call's facts already say, and the supervisor confirms the score; the agent reads the review of their call.
- A satisfaction survey after the call. The caller rates the call by email or WhatsApp, and the stars appear on the call, per agent and in the reports.
- Outgoing calls too. A supervisor listens to, whispers to or joins a call an agent made, the same way as a call that came in.
- Whisper and join run on Twilio. On RingCentral, a supervisor listens to the call.
Reports a call center runs on
Calls in and out side by side, each figure against the period before — and every figure opens the calls behind it.
Step 1 of 10
Calls in and out, against the period before
Calls offered and answered, the answer rate, the service level, callers who hung up, missed calls, voicemails and callbacks, the waiting and talk time — and the calls made: dialled, reached, no answer, busy. Each figure shows its rise or fall against the equal period before, green when it is good news and red when it is not.
Step 2 of 10
Agent performance
For each agent: calls answered and made, handle time (talk and wrap-up), time on hold while consulting a colleague, time in each state and breaks by reason, occupancy, utilisation, rings let pass, transfers made and taken, quality score and caller satisfaction — sorted by any column.
Step 3 of 10
Service and waiting
A weekday-by-hour heat map of calls in and out, the service level and answer rate by hour, callers who hung up by how long they had waited (up to 10 seconds, 10 to 30, 30 to 60, over 60), the longest wait each hour, callbacks asked and kept, and voicemails followed up.
Step 4 of 10
Repeat callers and first-call resolution
Who called again within 24 or 72 hours, the first-call resolution rate per queue and per agent, how the repeated calls ended, and the callers who call most.
Step 5 of 10
The phone menu
Which choices callers pressed and how those calls ended, who hung up in the menu, who went on without choosing, and the calls that came while the line was closed, by weekday and hour.
Step 6 of 10
Outgoing calls and campaigns
Every Reach call campaign and the calls made by hand: the people on the list, dialled, reached, the right person, outcomes, what the calls turned into — a sale, a ticket, a task or a lead — and the best hours to call.
Step 7 of 10
Transfers
The transfer rate, warm and cold, how many succeeded, were declined or taken back, the hold time while consulting, and who passes calls to whom.
Step 8 of 10
Every figure opens its calls
Click a figure and the Calls list opens on the calls behind it — by hour, weekday, wait, outcome, menu choice, number or campaign — with the filter said in words.
Step 9 of 10
Sent by email, by itself
A weekly or monthly report to your managers, in your language — Arabic too, at the hour you choose. A client's report is prepared in your Mail drafts for you to send.
Step 10 of 10
What our agents did for you
The report a client receives when Double Support's agents answer their calls: the calls handled for them, the answer rate, the service level, the waiting time, the callbacks made and how satisfied the callers were, in plain words.
Calls answered and calls made side by side, each against the period before, ready to print.
Reports, and a report for your client
Figures that say what they counted:
- Calls in, answered and missed, the answer rate, the service level and the waiting time, per queue and per agent
- The time it took to call back
- «What our agents did for you»: the report a client receives when Double Support's agents answer their calls
- Calls in and calls out side by side, each figure against the equal period before, and every figure opens the calls behind it
- Agents, service and waiting, repeat callers, the phone menu, outgoing calls and campaigns, transfers — each its own report
- Weekly or monthly by email, in your language — Arabic too, at the hour you choose
- Ask Flowrica «how did the call center do this week?», «who is the best agent this month?» or «why did the service level drop on Tuesday?»
- Each reader sees what their rights allow: their own calls, their team's, or the whole company's
For a call center that answers for clients
Billing from the calls, a target for each client, and the agents each half hour needs.
A draft invoice for each client, from its calls
Each client is one of your customers, with its contract and its price rule. At the end of the month the draft invoice is prepared from the calls themselves, through Zyntra's own invoices, with the list of every billed call attached — you review it and send it. Test calls are never billed.
How many agents each half hour needs
The calls expected, the agents needed for each client's target (Erlang C), who is on shift from your HR rota, and the gap — with each agent's adherence beside it.
One team answering for many clients
When your agents answer for other companies, as Double Support's do:
- Each queue answers for a client. Its numbers and its menu reach that client's queue, and the agent sees «You are answering for …» with the client's greeting and note.
- Only that client's things. Its outcomes, its help-centre articles and its own last calls on the caller's card.
- A draft invoice from the calls. Per handled minute, per call, per agent hour, or a monthly fee with included minutes and a rate beyond them; at the end of the month the draft is prepared from the calls themselves, with every billed call attached, for you to review.
- Targets for each client. Answered within so many seconds, at most a share of callers hanging up: a bell to the supervisors the moment a client falls below, and again when it is back.
- On the wallboard and in the history. A strip of clients against their targets, and each client's breaches month by month.
- The client's own report. Its figures, its scheduled email, and its calls in its portal.
The agents each half hour needs
Workforce planning from your own calls and your own rota:
- The calls expected each half hour, from the same weekday of the last eight weeks
- The agents needed to meet each client's target, worked out with Erlang C, and the agents to schedule once time away is counted
- Who is on shift, from your HR rota, with approved leave and holidays taken out — and the gap
- Each agent's adherence: late beyond the shift's allowance, left early, a break longer than its minutes, and the time on the phones
Inside Zyntra OS
Because Zyntra Call Center is part of Zyntra OS, a call reaches every place your business works in.
Step 1 of 5
A call from any record
«Call with Zyntra» on a deal, a ticket, an invoice, a customer or a lead: the call rings from the agent's browser and remembers the record it came from.
Step 2 of 5
The call on the record it was about
The invoice shows the calls about it; a ticket, a deal and a project show theirs on their timelines.
Step 3 of 5
«My calls» in My Space
Each person's callbacks owed, the calls missed to them and their last calls, beside the rest of their day.
Step 4 of 5
On the dashboard
Callers waiting and today's service level for supervisors, the callbacks owed for agents — each card by the reader's rights.
Step 5 of 5
Your client sees its calls
In the client portal: «What our agents did for you», the client's own calls, and their recordings when its contract allows.
Part of Zyntra OS
Zyntra Call Center sits on Zyntra OS, so the call is never alone:
- Every call on the customer's or the lead's record
- Flowrica beside the agent: a line about the caller, the articles that answer the question and the next step
- Your calls through your own Twilio or RingCentral account, your company's choice
- Every screen in your language — Arabic too
- Manufacturing: bills of materials, production orders, quality and what each order cost
- And the rest of Zyntra OS: sales, support, projects, accounting and HR
- A call with one click from customers, contacts, leads, deals, tickets, invoices, estimates, vendors, staff, Flowrica's «who to call first» and the ⌘K search
- The call on the timeline of the ticket, deal, project or invoice it was about
- Collections: overdue invoices fill a call list, and a «promise to pay» becomes a reminder on the invoice — for the people allowed to see money
- Check-in and the phones: an agent becomes available after checking in, and checking out takes them off the phones
- The time of a call logged to a project task, and billed with the project
- «My calls» in My Space: the callbacks I owe, the calls missed to me and my last calls, with a bell for a missed call
- Callbacks on the calendar, and a Call Center card on the dashboard
- An email or a WhatsApp message to the caller from the call's own page
- Flowmind rules on a missed call, a wrapped-up call, an overdue callback or a queue below its service level
- Goals and KPIs on calls handled, service level and caller satisfaction
- A call answers a ticket: added to it from the caller's card, and counted as its first response
Its price
Zyntra Call Center has one price a month for the whole company, beside any Zyntra OS.
- Free with Double Support's call-center agent service.
- Choose it in the price builder on our Pricing page to see it with your edition
Zyntra Call Center: frequently asked questions
What is Zyntra Call Center?
Zyntra Call Center is a call center inside Zyntra OS, made by Double Support in Amman, Jordan: the agent's desk, queues, callbacks, voicemail, follow-ups, recordings, a live wallboard, quality reviews and reports, with your own customers and leads.
Do I need a particular edition for Zyntra Call Center?
No. It is a part of Zyntra OS that works beside any edition, switched on in the same installation.
How much does Zyntra Call Center cost?
One price a month for the whole company, whatever the number of agents. It is free when Double Support's agents answer your calls. Choose Zyntra Call Center in the price builder on our Pricing page to see it with your edition.
Can Double Support answer our calls?
Yes. Our agents answer your calls in Zyntra Call Center, and you receive the report «What our agents did for you». With this service, Zyntra Call Center costs you nothing.
Does Zyntra Call Center work in Arabic?
Yes. Every screen works in your language — Arabic too, and the menus your callers hear can be said in the language you choose.
What reports does Zyntra Call Center have?
A summary of calls in and out against the period before; agent performance (handle time, occupancy, states, breaks, quality, satisfaction); service and waiting with a weekday-by-hour heat map; repeat callers and first-call resolution; the phone menu; outgoing calls and Reach campaigns; transfers; the report a client receives; and reports sent by email weekly or monthly. Every figure opens the calls behind it.
Can one team answer calls for several clients?
Yes. Each queue answers for a client, the agent sees whom they are answering for, each client has its own targets and report, and at the end of the month Zyntra Call Center prepares each client's draft invoice from its calls — per minute, per call, per agent hour or a monthly fee with included minutes.
Does Zyntra Call Center plan how many agents we need?
Yes. From the calls of the same weekday over the last eight weeks it expects the calls of each half hour, works out the agents needed with Erlang C, compares them with who is on shift in your HR rota, and shows each agent's adherence.
How is Zyntra Call Center different from a call center system on its own?
Zyntra Call Center is part of Zyntra OS, so a call reaches the rest of your business: a call from any record, the call on the ticket, deal, project or invoice it was about, collections from overdue invoices, check-in and the phones, time on a project, My Space, the calendar, the dashboard, search, the client portal, Flowmind rules and goals.
What do I need to make calls with Zyntra Call Center?
Your own Twilio Voice or RingCentral account and its numbers — your company chooses which. More coming soon. The agent answers and calls from the browser.
Each client's calls in the client portal
In the client portal each client of your call centre opens «What our agents did for you»: its own calls, and their recordings when its contract allows.
Talk to us about your calls
Tell us how your calls are answered today, and we'll show you Zyntra Call Center with calls like yours — or let our agents answer them.