Zultys, the channel’s only true hybrid unified communications and integrated contact center provider, today announced Release 19 and ZAC 10 — introducing a powerful suite of AI-driven capabilities designed to make conversations more accessible and insightful across the platform — alongside its newest product, Zultys AI Receptionist.
Release 19 introduces AI-enabled capabilities including real-time closed captions and sentiment analysis, and live and post-call transcripts — allowing users to follow conversations in the moment and revisit key insights later. It also advances the traditional dial-based auto attendant with the Zultys AI Auto Attendant, which uses AI to interpret voice requests and route callers to the right person or department within the MX system. Together, these capabilities turn everyday conversations into searchable, actionable data that supports better decision-making and elevates the customer experience.
Zultys AI Receptionist, also launched today, is a new AI-powered voice agent designed to serve as a 24/7 front-line tool. Using natural language understanding and conversational AI, the AI receptionist can answer questions, manage interactions, and intelligently route calls without relying on traditional menu-based systems.
“Release 19 represents a major step forward in how organizations can utilize AI to capture and act on communication data,” said Tim Larson, vice president of engineering services and channel support at Zultys. “By combining AI call transcription, sentiment analysis, and semantic search across conversations, we’re giving users and supervisors the ability to quickly surface meaningful insights from every interaction — without adding complexity to their workflows.”
With Release 19, supervisors gain deeper insight into agent activity within a single screen in ZAC, with access to interaction history, AI-driven customer sentiment and AI-generated transcripts through the new centralized contact center call log. Additional enhancements include expanded capabilities in the browser-based Web Admin, improved parity across desktop and Mobile ZAC, and a refreshed ZAC interface for a more consistent user experience.
“Too much of the AI in our space is being rushed to market — complex, hard to control, and often creating more problems than it solves,” said John Osgood, Executive Vice President of Sales and Marketing at Zultys. “With Release 19 and our Zultys AI Receptionist, we’ve taken a different approach: focused, practical AI that intelligently routes calls without menu friction, while delivering the control, predictability, and compliance safety businesses actually need.”
Release 19, ZAC 10, and Mobile ZAC 2.2 are available now. AI capabilities can be enabled through Zultys AI Services or via a bring your own (BYO) AI API model, offering flexible deployment options based on customer needs.
