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Synthesys™ - The Ultimate Contact Centre Solution

Synthesys™, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation.  Developed over many years and incorporating a wealth of knowledge and experience of the call centre market, Synthesys™ is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.



         What Synthesys™ can offer:

  • Outbound campaign creation and management
  • Advanced yet easy to use scripting tool
  • Workflow based Service Despatch using Synthesys™ Call Tracker 
  • Fully customisable multi-channel CRM
  • CTI integration to over 40 telephony platforms
  • Automated outbound preview, progressive and script-aware predictive dialling
  • Advanced call recycling strategy definition
  • Full Multimedia (email, SMS, fax, post, etc.) inbound and outbound support
  • Bulk Email and SMS capabilities
  • Live and historical reporting, report scheduling and management information
  • Voice Recording and Call Monitoring for outbound calls
  • Browser based for used in distributed or self service environments
  • Back Office Integration to older legacy systems or state of the art modern technology
  • Professional Services  to assist the smooth set up and operation of Synthesys™  solutions

The underlying philosophy behind Synthesys™ is based on the concept of a process. Each customer interaction needs to conform to a clearly defined business process. At the heart of Synthesys™ is a Visual Interaction Design environment (the Interaction Studio or Editor) that enables non-technical users to clearly, easily and visually define and implement each business process in a rigorous yet flexible way, rapidly and without programming. These processes (“workflows”), can be simple or complex, self contained or rely on a multitude of other systems that Synthesys™ brings together behind the scenes delivering a Unified Agent Desktop in a unique way.
Ultimately, Synthesys™ is there to deliver simplicity and consistency at the agent front end, regardless of the complexities that the existing IT infrastructure and the business rules may dictate. Synthesys™ supports the agile enterprise as inevitable rapid and frequent changes impact the way in which the business needs to interact with its customers.

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