The business communications provider is rolling out transcription, sentiment analysis, and a 24/7 AI voice agent as part of its biggest platform update yet.
Zultys, a unified communications and contact center provider, has announced Release 19 and ZAC 10, a major platform update introducing a suite of AI-driven capabilities alongside a new standalone product, the Zultys AI Receptionist.
Release 19 introduces real-time closed captions, sentiment analysis, and live and post-call transcription, allowing users to follow conversations as they happen and revisit key insights afterward. The update also replaces the traditional dial-based auto attendant with the Zultys AI Auto Attendant, which uses AI to interpret voice requests and route callers to the appropriate person or department — without requiring callers to navigate 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.”
The Zultys AI Receptionist, also launched today, is a new AI-powered voice agent designed to operate around the clock as a front-line tool. Using natural language understanding and conversational AI, it can answer questions, manage interactions, and route calls intelligently — without relying on traditional menu prompts.
For contact center supervisors, Release 19 introduces a centralized call log within ZAC that consolidates interaction history, AI-driven sentiment scores, and AI-generated transcripts into a single screen. Additional updates include expanded capabilities in the browser-based Web Admin, improved consistency between desktop and mobile ZAC, and a refreshed interface across the platform.
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“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 AI API model, offering flexible deployment options based on customer needs.