Business/E-Business
Commentary
3/29/2011
09:05 AM
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Zultys Enhances Unified Communications Solution

Increasingly, many small and medium businesses are relying on Unified Communications (UC) systems to support their core business functions. Consequently, Zultys Inc. improved the desktop video, mobility, connectivity to Microsoft applications, and integration with Salesforce.com features available with its MX UC solution.

Increasingly, many small and medium businesses are relying on Unified Communications (UC) systems to support their core business functions. Consequently, Zultys Inc. improved the desktop video, mobility, connectivity to Microsoft applications, and integration with Salesforce.com features available with its MX UC solution.Video conferencing is emerging as a common communications option: Forrester Research found that 56 percent of small-to-medium sized businesses have or plan to deploy video in the near term. The Zultys MX client now works with integrated, point-to-point HD video connections.

Mobility is playing a more important role in corporations, so the MXmobile client supports presence, instant messaging, and call handling on smartphones, such as the Apple iPhone and Research in Motion Blackberry. The solution features call transfer, either manually or via a BlackBerry address book or corporate MX directory; parking so calls can be retrieved by any other phone on the system; call hold with music; and a call action screen that lists all active calls.

Improved integration is another theme with the new release. The Zultys Salesforce.com Communicator integrates the phone system with Salesforce.com CRM application suite. It includes the ability to capture contact records and call notes, deliver inbound contact record screen pops, execute holds and transfers, and support click-to-call capabilities. The Zultys Outlook Communicator provides users with call control capabilities from within Outlook and synchronizes user presence with Outlook calendars. A new message escalation function helps to ensure receipt of company voicemails and faxes through a customizable chain of email and voice call alerts that continue until action is taken. The MXreport contact center reporting tool enables contact center managers and supervisors to compose custom statistical reports for agents and contact center groups.

In business since 2001, Zultys claims to have installed more than 10,000 systems, whose pricing starts at $500. The company has had success in the small and medium business space, and the latest enhancements mesh with their evolving technology needs. However, the UC market is becoming congested as vendors have been attracted to its high growth rates. To be successful in the long term, Zultys will need to grow its customer base and increase its name recognition.

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