Proven to deliver operational efficiencies and improved customer satisfaction through first time resolution, synTelate® is developed by experienced contact centre stakeholders who understand the needs of operational and technical contact centre staff.
synTelate® offers the following toolkit for your desktop designers:
- Fast and intuitive drag and drop script and screen design
- Sophisticated conditional logic and branching to control the advisor call process and aid in compliance and audit needs
- Advanced integration capabilities to utilise the power of existing systems
- Easy yet efficient access to external data sources to provide a unified solution
- Effective email and SMS template design
The resulting synTelate® desktop will realise the following benefits for your contact centre staff:
- Automatic screen pop up of relevant customer information to progress the call and reduce average handling times
- Improved agent efficiency, with all functions and services performed from a single unified desktop, delivering reduced average handling times and increased first time resolution
- Accurate data capture and validation to ensure operational compliance, and ability to report and interrogate on activity and dispositions
- Scripting to ensure compliance with your company and regulatory quality standards and to ensure advisor adherence to process and quality metrics
- Automatic email and SMS triggered from the script, providing controlled and consistent client communication and ensuring that customer satisfaction is optimised
synTelate® is an advanced scripting tool that will allow you to control the flow of your customer interactions. Scripting will reduce training time while increasing agent confidence and ensure that every customer experience is consistent with the standards set by your contact centre. Scripts can be built to ensure that calls meet regulatory standards leading to confidence that all interactions will be compliant within the rules defined by the relevant industry.