Integrated Contact Centre Software at its best -
SYNTHESYS™ Unified Agent Front End
SYNTHESYS™ Unified Agent Front End is an integrated contact centre software which enables organisations with many (new and old) front and back end systems to bring together data from these various systems whilst mapping interactive processes within one coherent front end in SOA style (see graphic).
SYNTHESYS™ Unified Agent Front End is the leading (and possibly the only) fully visually designed Unified Agent Front End in the UK.
This means you can not only make sure you have a single Front End; you can also build your own customer interface screens along your business processes without programming skills - and change them as you need within minutes without downtime. This is truly SOA - or Service Oriented Architecture.
The SYNTHESYS™ architecture is specifically designed to facilitate easy and rapid integration to an almost unlimited array of back and front office system, regardless of the platform they are based on. Using modular component based technology, it facilitates interfacing to most software platforms ranging from old-fashioned mainframes to state of the art web services.
The SYNTHESYS™ Unified Agent Front End is also ideally suited to complement existing CRM implementations by added a much needed and usually lacking process-based element to the customer interaction. It acts like an "interaction wizard" that is seamlessly invoked when business processes need to be followed during a customer interaction. It then automatically updates the underlying CRM platforms with he required information.
Your customer database is a valuable mine of information. SYNTHESYS™ Unified Front End integrated contact centre software has got all the CRM features you need to take full advantage of this. You can maximise your sales opportunities by personalising the call using existing data. SYNTHESYS™ Unified Front End lets you use information, either from a database, or captured during the conversation. This prompts agents to offer products and services relevant to the buying history of the customer. Alternatively, it supports agents to provide the best service solutions to provide first call resolutions more effectively.
Computer Telephony Integration (CTI) links computer and telephone for efficient management and monitoring of your call centre. It automatically pops the relevant customer record and Business Process to run through onto an agent's screen when the customer phones in or when you call your customers or prospects. It enables automatic personalization, cross-selling and up-selling. All this reduces call handling times and increases agent productivity.
SYNTHESYS™ Unified Agent Front End 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. Thus, your Service Oriented Architecture (SOA) includes all channels.
Take a quick product tour now, order a brochure, get a Web Demo or get in touch with us for more information.
|
Order Brochure
Subscribe to Newsletter