Synthesys™ - Industry Specific

Some examples of industries and markets where Synthesys™ is particularly effective

Insurance & Finance organisations require their agents to run with customers through complex claims, financial product options and credit applications. It is crucial not to omit passing legally required information to clients or collect mandatory data from them whilst having constant access to the customers' records. Finance and Insurance organisations need a consistent front end selecting the relevant data for each step of customer interaction, retrieving it from a variety of systems and delivering them to the agent only when needed.

Market Research companies often run complex surveys and need to make sure each question is properly asked and no answer left out. Otherwise validity of results and commercial results could suffer. They need to automate as much as they can and reduce call handling times to increase agent efficiency.

Call Centre Outsourcers working on behalf of various industries face the same challenges. Additionally, they usually conduct many different inbound and outbound campaigns simultaneously, often quite complex and across a variety of contact channels. Outsourcers have to cope with increasing cost and time pressure requiring them to blend different projects and constantly reduce their pilot and campaign cycles. Rapid deployment of respective technology is crucial.

Media and Publishing companies need to integrate an agent front end with their huge subscriptions databases and often with other systems such as billing and fulfilment.

Utility Companies need to integrate service activities from many disparate systems in order to provide a consistent service.

Local Authorities need to provide a single point of contact for the citizen whilst maintaining separate and disjointed systems supporting the many services they provide.

There are many more of these and further issues in other industries that we have seen.

The key to any successful Unified Agent Front End solution is a system that combines agile Business Process Management (BPM) and Service Oriented Architectures (SOA).

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