NautilusStep into the future of customer success
Shape memorable customer journeys with Nautilus Talk on Zendesk—an omnichannel platform that sets new benchmarks for excellence in customer success. Redefine your service standards and achieve customer success with seamless interactions across every channel.
Wallboard
Enhance operational efficiency by using our realtime wallboards. They also allow you to gain visibility on key metrics, optimize agent performance, and better manage call volumes.
Custom Break Codes
With our custom break codes, you get a clearer understanding of how agents are utilizing their time.
After Call Wrap Up (ACW)
Allow your agents to properly document and record pertinent details at the end of every call.
Call Recording
Every call that's made within Nautilus is automatically recorded and backed on our AWS servers. These custom recordings can be downloaded for supervisory and monitoring purposes.
Interactive Voice Response (IVR)
Create deflection and allow for self-service options by building an IVR system to match your business needs.
Toll Free Numbers
Offer callers the benefit of increased accessibility while building customer trust with a toll free numbers.
IVR Breakout
While waiting, callers are updated on agent availability, allowing them to make an informed decision on whether to stay on the line or call back later for a better experience.
Time Condition
Inform callers of your office hours by playing different IVR messages throughout the day to reflect your business hours and after-office hours.
Supervisory Features
Enhance quality assurance, empower agent training, and offer immediate issue resolution with our supervisory features.
Call Center Analytics
Gain insight into your call center's performance and business success with our comprehensive analytics, allowing you to track agent performance and monitor overall business metrics effortlessly.
Skill-based Routing
Maximize individual team members’ skills by routing calls directly to them. Set them as Support, Billing, or Sales.
Agent Reports
Find avenues for improvement in your individual agents by viewing their metrics from our Nautilus Reporting Portal.
Ring Groups
Set phones to ring simultaneously or ring in a specific order. This also ensures that every call is answered and distributed evenly.
Voicemail
Allow callers to leave messages when agents are unavailable to pick up a call. Voicemail ensures callback efficiency and provides agents a clearer picture of a customer's needs before they call them back.
Multiple Outgoing DID
Allow agents to choose which among your existing DID numbers to use when doing outbound calls.
Call Queue
Ensure proper and adequate call distribution by setting custom call queues. They are designed so that calls are attended to in a systematic and efficient manner
Golden Number
Choose a special number with a specific sequence to reflect your business. For example, +65 5555 0000.
Auto Answer
Improve your contact center's call volume management by allowing calls to be answered automatically.
Hear what our customers say about us
"The transformational journey of GetGo through the integration of Zendesk and Nautilus has been nothing short of remarkable. The seamless collaboration between these platforms has not only addressed our support challenges but has also propelled our commitment to delivering superior and seamless service experiences.
Thank you, Zendesk and Nautilus, for being integral partners in our journey toward delivering the freedom to drive into everyone's hands.
"
Farhan Sidek
"Have been working with Nautilus since 2019 and they have been very helpful.
The Nautilus team has been very responsive to our queries and is one of the vendors we are comfortable working with.
During the walkthrough, the Nautilus team gave a clear and layman's explanation to our users especially since our users are not very technical. "
Gerald Tan
"We use Nautilus as our telephony system. It has helped us to improve Agent performance by giving insights on agents’ punctuality, talk time, and agents’ voice productivity. Nautilus was able to provide reports and data that we were not able to get before. This has helped us in forecasting roster and breaks to better manage the incoming volume.
A handy feature that we like is that agents are able to transfer calls smoothly to each other and also to external parties. That and their constant and seamless roll out of changes is always appreciated. "
Rachel Foo
Enterprise-level Reporting Portal Features
SLA Reports
Gain a clear and measurable understanding of your business' performance and compliance to predefined SLA goals.
Call Journey Report
See every relevant aspect of a customer's journey by determining which queue they came in, which agent handled the call, and where it last ended.
Agent Group Performance Report
Learn important metrics of different agent groups including their calls handled, answer rates, and ACW time to name a few.
Distribution Report
This report provides an exhaustive look at your business’ call distribution. It can provide your performance of individual queues, distribution by month, week, day, even until by the hour.
Queue Performance Report
This report is dedicated to giving supervisors an in-depth look at their different queues’ performances.
Agent Stats Report
Easily download and export individual agent stats to better determine efficiency, areas for improvement, and call behaviour.
Nautilus Talk on Zendesk features
Embedded on Zendesk
The Nautilus Talk icon is available anywhere within the Zendesk platform, allowing agents to place and receive calls anytime.
Improved Omnichannel Experience
Build a better understanding of your customers by overseeing interactions from their phone, email, and other channels of communication.
Post call recording on ticket
A call recording is automatically linked to the ticket that’s created after every call. Agents can use said recording while on the Zendesk platform.
Contact book management
Become better at managing contacts and identifying possible leads by building their customer profiles on Zendesk.
Optimized ticket management
Every new incoming call made on Nautilus Talk automatically triggers a new ticket on Zendesk. Repeat callers will display existing tickets during incoming calls.
Interaction History
Every single interaction a customer makes, regardless of the channel, are recorded on their interaction history tab. This allows agents to trace a customer’s journey from the very beginning, thereby creating a clearer picture.
Call tickets tags
Agents can assign specific tags to tickets, giving more context to cases and makes handling them more manageable.
Industry use cases
Nautilus Talk Enterprise empowers different industries across the board
Our Nautilus Talk Enterprise is our most complete solution, and is flexible enough to work for everyone.
See all industries
Retail
Deliver exceptional customer experience through our advanced call features to facilitate efficient case resolution.
BPO
Create extraordinary customer support with a unified communication platform that tracks every customer interaction from different touchpoints.
Finance
Monitor agent performance closely to meet and exceed customer expectations with precision and elevate service quality through rigorous adherence to SLA.
Nautilus Talk Enterprise is designed to help you win
Easily engage with your customers and get the right message across every time, all in one place. And with our comprehensive contact center features, you don't need to go anywhere else.
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