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SYNTHESYS™ Service Despatch

Contact Centres face increasingly complex tasks often requiring them to follow up customer calls or cases though several departments, escalation levels and even to despatch them to field staff. Such organisations include, but are not limited to, Emergency Call Services (e.g. Doctor Calls), Technical Field Repair or User Help Desks.

The call tracker window showing outstanding calls and actions taken.SYNTHESYS™ Service Despatch enables businesses operating complex customer service and despatching activities to both gather information from customers and then seamlessly despatch this information to field people or other departments. This product is widely used by Emergency Call and Technical Repair Services as well as Message Bureaus and Virtual Reception services.

Often the initial phone call is just the beginning of a sequence of events. SYNTHESYS™ Service Despatch is designed for use in a call centre environment where follow up actions are needed to resolve a call. The tool automatically organises the follow up actions so that the relevant people and teams are presented with the relevant information for action. Even the most complex call escalation procedures are simple and easy to set up. Call completion is achieved with the utmost efficiency in minimal time. Cases and Processes can be passed to teams with specific skill sets for follow up action.
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