Synthesys is a leading CIM
software solution. The modules layer together to form an
advanced contact centre suite that enables the non technical
professional to manage any type of contact centre.
Synthesys is a suite of products that gives non-technical
staff the tools to manage the contact centre and the people
in it. The wide-ranging functionality is presented in an
easy-to-use drag-and-drop windows environment. Callflow
scripts guide the agents interactions. Call list creation
and queuing manages your outbound operations. Teams are
created and user accounts and permissions are set up.
CRM functionality maximises
the value of historical customer data, supporting conversations.
Multiple channels of contact are managed, including telephone,
email, post, SMS, live chat, and interactive forms. CTI
links the telephony system and the software automating many
processes to reduce call-handling times. Reporting and workflow
supports the efficient running of your contact centre operations.
Synthesys Callflow
The core module is the Callflow Editor, with which you can
build interactive Callflow scripts that guide agents through
customer interactions. A Callflow script is a branching
map of all the routes an interaction can take, and different
sections of the script, containing data capture, information
and questions, exist along each route. The callflow guides
users through the different routes and through the sections
that they see on that route. Decision point junctions use
historical customer data, and any previous captured data,
as the basis for calculations about what route to take through
the callflow map. A callflow can have as many paths, and
as many different outcomes as you wish. |