Gregg and Syntellect Call Center Solutions

Their comprehensive solutions are designed to empower customers to achieve the best mix of automated and live assistance service with the flexibility to adapt to changing needs and conditions.

With Syntellect, customers can create, maintain and continuously improve superior end-to-end service for their customers. With over two decades of pioneering leadership and thousands of solutions deployed globally, Syntellect is a premier provider of enterprise-class call center solutions for the utilities, financial services, government, high- technology, help desk, consumer products and healthcare industries. Syntellect is headquartered in Phoenix, Arizona with additional offices throughout North America and the UK.

Enterprise Solutions

• Best-in-class self-service solutions including speech enabled and touch tone interactive voice response (IVR)
• Comprehensive live service solutions for intelligently routed voice, email, tasks, fax and web inquiries
• Premise-based or hosted solutions for flexible deployment options
• In-house professional services teams with experience in project management, implementation and speech services
• Quick response to any system change with our dedicated Moves, Adds and Changes (MAC) group
• Consistent, professional branding to develop a distinguished voice brand with standard and custom personas for your company
• Syntellect’s complete, unified solutions ensure that you will be able to leverage your technology investment as your business operations and customer service capabilities expand.

Syntellect’s solutions unify customer communication channels and internal operation processes to respond to your customer’s needs. Syntellect's modular approach seamlessly expands your communication channels as consumer expectations and system usage grows. Whether you implement the entire system at once or in phases, all of Syntellect’s functionalities are designed to automate, optimize and virtualize your operations for increased efficiencies.

The core of Syntellect Customer Interaction Management (CIM) contains an advanced management engine that enables you to fully control a universal queue of customer interactions of all types, including telephone and Interactive Voice Response (IVR), voice mail, email, web chat, web transactions, fax and agent tasks.

Syntellect Customer Interaction Management

Experience Is Everything

This fully featured contact center solution integrates seamlessly into your business environment and connects existing Customer Relationship Management (CRM) solutions, and other back-office applications, with your contact center, giving you and your agents a complete view of customer interactions. The platform delivers true site-independent universal queuing of all communication types across multiple contact centers, routing them to the most appropriate resource that is available.

Equipped with access to customers through multiple channels, complete interaction histories, comprehensive customer account information and quality service data, your agents can respond promptly and facilitate seamless escalation between qualified channels if necessary. Agents are provided with a consolidated view of all customer interactions, giving them the knowledge and tools to effectively handle any customer inquiry.

Along with traditional multi-channel interactions, Syntellect CIM supports tasks – activities associated with, or independent of, standard interactions into or out of the contact center. Tasks can be generated by events within the platform or externally (e.g. CRM applications or workflow solutions) and placed in queue and prioritized along with other interactions, such as a call or voice mail. Tasks let the system accurately track the content and time of any agent activity, in a central location.

Syntellect CIM provides web-based administration, real-time monitoring and a comprehensive decision management system, which allows you to create a complete, customizable picture of how your customer interactions are handled. This gives you the knowledge and tools to make necessary changes to optimize your contact center.

Key Syntellect CIM Capabilities:

• Enterprise-class scalability
• Multi-node resiliency and failover capability
• Global system configuration administration
• Global queuing across all sites
• PBX/IP independence
• Full multi-media contact blending
• Tasks queuing
• Blended inbound and outbound voice
• iVault – complete interaction lifecycle history
• Push/pull interactions
• Customer, skills and proficiency based routing
• Customer segmentation and prioritization
• Open API

For organizations looking for deeper integrations, Syntellect provides Software Development Kits (SDKs) and APIs to support embedded integrations with partner products, and custom enhancements for customer deployments.

With the power of Syntellect's Customer Interaction Management platform, you will be able to optimize operational efficiency, continuously improve agent performance, reduce costs associated with customer interactions, increase revenue, and ensure customer loyalty and branding.

Ready to get started?
Contact us today to see how Gregg can help you with your communication needs.