Initiative Software, a provider of contact centre systems since 1999, has announced the availability of version 3 of Syntelate, the contact centre desktop. Syntelate provides contact centres with the functionality to supply agents with accurate and relevant information at appropriate times during call handling thus improving customer service levels and optimising call resolution times. The enhancements in Syntelate v3.0 reflect the current market demands to improve the process of proactive customer contact. Customer driven enhancements are also included in Syntelate v3.0 to boost the effectiveness of inbound and outbound contact activities.
Syntelate v3.0 delivers enhanced processing in the conditional logic capabilities that allows greater control over data entry resulting in more accurate data validation. The latest version also provides the capability for agents to handle calls from multiple telephony systems allowing contact centre managers more control over allocation of inbound and outbound calls for agents. Contact centre managers need to understand agent utilisation and Syntelate can illustrate the agent ‘off-call’ status with the capability to report on this.
The application continues to offer new, more effective methods of managing contact centre operations. Customers using Syntelate have experienced up to 50% reduction in training time for new agents and over 20% increase in data accuracy. Reductions in time taken to create and amend campaigns along with improvements in agent performance combine to increase the overall efficiency for contact centres using Syntelate on the agent desktop.
“Syntelate v3.0 builds on the proven capabilities whilst delivering additional functionality to meet the latest contact centre market demands,” comments Kevin Clark, CEO Initiative Software Ltd. “We recognise the need for contact centres to improve proactive customer contact and the latest version of Syntelate provides new functionality to allow contact centres to deliver the highest possible standard of service to their customer base.”