Integration

More results. Less cost.

"Logic will get you from A to B. Imagination will take you everywhere."

Albert Einstein

It's a familiar picture. Agents having to flick through several, sometimes tens of different systems and applications, having to memorise which one is to be used for what purpose, cutting and pasting various bits of data between them. As a result, mistakes are made, vast amounts of time are wasted, morale is low and agent training time goes through the roof. Not to mention the fact that managers have precious little stats as to what their agents are doing. Clearly it is not reasonable to attempt to rewrite all these systems. However, what is possible and indeed easily achievable, is to separate the logic of the call centre processes from the business systems while delivering their underlying functions in a 'just in time' fashion to the agents as and when required by each process. This is known as the Intelligent Desktop or Unified Agent Front End, and Synthesys™ does it particularly well.

Why Choose Synthesys™

Why Choose Synthesis
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    Synthesys™ Scripting – the smart route to the unified agent desktop

    Synthesys™ Scripting is much more than a call scripting tool. It is a very powerful mechanism for delivering business processes to agents or self-service users. These processes usually need to include interfaces and data exchange with other systems. The Synthesys™ Scripting mechanism is designed to allow this to happen with ease and with a minimum of technical effort.

    Our philosophy is that a deterministic business process underpins any interaction between the enterprise and its customers. At various stages in each and every one of these processes, business systems other than Synthesys™ may be needed in order to allow the process to continue to its successful conclusion.

    These business systems can vary in their nature, age, complexity and their underlying technologies. Synthesys™ provides ways of delivering their function to the agent in a "just in time" fashion so that users do not need to jump from one application to another or need to remember what system to use at each step.

    So, in many ways, Synthesys™ Scripting is a misleading name as it delivers elegantly what is commonly known in the industry as the "intelligent agent desktop" or "unified agent front end". However, it does so based around well-defined business processes. This is different from most if not all other similar systems which simply provide composite applications, leaving the agent just as confused as to what part of such composite application they should be using when.

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    Programming-free real time web services and database integration

    One of the most commonly and increasingly used ways through which applications can communicate to each other is via web service calls. Web services are rapidly becoming the de facto standard for modern applications to expose functionality for other application to use programmatically.

    Synthesys™ provides easy to use, programming-free mechanisms which allow it to consume web services. Web service "actions" are Synthesys™ Scripting building blocks which are invisible to the agent (or self-service user) but can be utilised by the Synthesys™ script designer to communicate (either synchronously or asynchronously) with any application which supports a web services API.

    These web service calls are defined through user-friendly wizards and involve no XML or any other programme code. They can be simple or can be highly complex, involving many parameters and return values of complex abstract variable data types. Although not aimed at the total beginner, the use of web service actions can be mastered by non-technical users with relative ease.

    In addition to web services, other Synthesys™ "actions" support more straightforward access directly to the database level. So, if external databases need to be interrogated or updated this can also be done with no need to master the art of writing complex SQL queries.

    Synthesys™ database actions allow easy access to databases using an easy to use wizard interface. Simply map script data items to external database columns using a user-friendly grid and Synthesys™ takes care of the rest.

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    Comprehensive web services APIs

    As well as consuming web services, Synthesys™ exposes a rich set of web services for other applications to use. For instance, these web services allow an external application to:
    • Search, insert or update Synthesys™ CRM records
    • Update Synthesys™ CRM history or entity relationships
    • Insert or update records for dialler campaigns
    • Set up call backs

    For instance, by utilising these web services, Synthesys™ provides a simple yet powerful way for Synthesys™ users to interface to various websites (their own, partners, price comparison, etc.) and allow these websites to interrogate Synthesys™ CRM or insert new leads into Synthesys™. These leads can then be contacted in a variety of ways either immediately (using the Synthesys™ Dialler or Synthesys™ Web Chat for instance) or in a more planned fashion.

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    Easy to use, embedded browser windows

    Synthesys™ makes it easy to embed browser based applications to be delivered directly into the agent script at the correct point during the call. Moreover, parameters can be passed from the script directly into the browser window using URL parameters.

    This is a highly effective way of reducing both the number of open windows on the agents desktops and cutting down (even eliminating altogether) the need for cutting and pasting of data from one application to another.

    Keeping agents within the framework of a script whilst making use of other system, presents a range of other great advantages. First of all it ensures that agents adhere consistently to the business process relevant to the type of interaction that they are handling. It reduces AHT (agent handling time) for each call and it can increase FCR (first call resolution) rates.

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    “Screen scraping” interfaces to legacy “green screen” systems

    Most organisations operate a mixture of old and new as far as business systems are concerned. Even the largest enterprises will still utilise some older systems which may not be web based or even Windows based. This is why Synthesys™ is also equipped with mechanisms designed to interface with such older technologies.

    So called "green screen" platforms such as older mainframes, AS400 systems, various flavours of UNIX still utilise "dumb terminals" for their user interface. There are many reasons why organisations opt to keep these systems in operation, mainly due to their reliability, and the cost and risk of replacement.

    Synthesys™ is well-equipped to incorporate the functionality of such systems within a coherent user interface for agents. The system provides pre-defined components which can either work in conjunction with various terminal emulators or even tools to screen scrape directly from a variety of character based terminal types.

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