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SYNTHESYS™ Business Process Management

SYNTHESYS™ Business Process Management enables organisations to set up, deploy and change multiple business processes at the customer interface using non IT staff within minutes and without downtime. The product is being used horizontally across many industries.

The software uses our unique system of dynamic branching to support the agent in all their interactions with customers. Agents can be trained on how to use these Process applications in hours. The SYNTHESYS™ Business Process Management software makes user defined calculations about the historical data to determine the route to take through the Business Process map, leading to relevant information, cross sells, up sells, and other information that has been tailored to each market segment.

The SYNTHESYS™ Business Process Management software allows natural conversations, unlike rigid scripts. Basing the Workflow on your best agents' performance, all agents can approach the customer in a proven manner so opportunities to up-sell and cross-sell are exploited, significantly improving sales. Your agents can now make the most out of every conversation.

SYNTHESYS™ comes complete with comprehensive Computer Telephony Integration (CTI). It automatically pops the customer record and business process to run through onto an agent's screen when the customer phones in or when you contact them, also implementing full Call Blending. It enables automatic personalisation, cross-selling and up-selling. All this reduces call handling times and increases agent productivity.

SYNTHESYS™ Business Process Management also enables blending of calls with inbound (order brochure Pop Watch) and outbound emails and other channels (order brochure Unified Messaging Service) like pager, fax, phone or SMS. The agent is alerted when the message has been sent, and the case is passed to our Service Despatch module for follow up if necessary.