Multimedia

More channels. Less hassle.

"I stayed in a really old hotel last night. They sent me a wake-up letter."

Steven Wright

There is a big difference between handling 'many channels' and managing 'multi-channel' customer communications. Although linguistically it may seem that the two expressions may be synonymous, the technological difference is vast. It is the distinction between having many disparate conversations and having a single conversation spanning all media channels. When a multi-channel approach is underpinned by a flexible light touch CRM system the result is that the customer experiences the sensation of talking to a single, coherent organisation regardless of the combination of media channels they choose at different points of their busy lives.

Why Choose Synthesys™

Why Choose Synthesis
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    Scripted, blended, workflow & CRM enabled inbound email, SMS & white mail

    In Synthesys™, offline inbound communications such as email, SMS and scanned post can be automatically routed to the right team or individuals by using easily configurable rules. These rules can be defined and modified visually, using a unique Venn diagram based interface.

    Once delivered to users, these items can be automatically associated with predefined scripts which would assist the agents to handle and respond to these communications and at the same time automatically log their actions and capture data whilst guiding the agent consistently through the complexities of following the correct business processes.

    These types of items can be associated to CRM customer records either automatically or manually and can be blended with voice traffic (mainly inbound) so that the agent may be interrupted in the middle of handling an email in order to answer an inbound call. Later, the agent can return to the email (or SMS or letter) and pick it up from the point she left it.

    Most offline communications are automatically associated with either existing threads or new workflow cases. Cases are handled within the framework of a fully featured workflow system.

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    Email & SMS broadcast

    Email & SMS can be used as an integral part of a coherent and comprehensive outbound campaign strategy. These media channels can be usefully deployed before any outbound voice calls are made, turning every cold call into a “warm” call. A cold call is much more likely to be positively received if the recipient had prior email or SMS communication introducing them to the subject of the call.

    More commonly, email and SMS can be used to increase the likelihood of making contact with a higher percentage of each campaign's target audience. For the more technically minded, this is another way of saying that these channels can increase list penetration. This is achieved by using email and SMS after a number of failed attempts to reach a customer by phone.

    This method works well in conjunction with the Synthesys™ Call Recycling module (see Dialler), allowing the user to define and deploy sophisticated rules which dictate the actions to be taken automatically following each failed contact attempt. The Call Recycling rules can utilise the email and SMS channels as part of a wider contact strategy deployment.

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    Web-chat with a difference

    Web chat is becoming an increasingly popular channel for customer contact. It is convenient for both the client and the contact centre. Agents are more efficient as they can handle more than one chat simultaneously and utilise pre-defined phrases at the touch of a button. At the same time, customers are more relaxed about being in a queue as they are not forced to wait listening to irritating music or repetitive and infuriating messages.

    Chat is the most recent addition to the Synthesys™ range of channels. As with everything else we do, we tried to bring innovation and creativity to this method of communication. For instance, in Synthesys™ the web chat channel can be blended with voice and other channels, so that agents can alternate between handling chat sessions, voice calls or emails as traffic fluctuates.

    Furthermore, chat is fully integrated with Synthesys™ CRM so that each session is linked to a customer record and the transcript of each session automatically becomes a CRM history event just like any voice call, email or document.

    Synthesys™ web chat is also integrated with the Synthesys™ Dialler so that a customer can request an immediate call during a chat session. Additionally, the chat interface in Synthesys™ includes a graphical window where both the agent and the customer can instantly send images and even video to each other during the course of their session.

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    Agile web self service

    The web can be an excellent channel for handling the types of customer contact activities which are either repetitive or require little agent skill or judgement. It is a great way of reducing voice traffic in the call centre and decreasing the number of trivial, unskilled calls that agents need to handle.

    Synthesys™ provides a powerful way of managing web self-service by supporting the deployment of Synthesys™ Scripting on the web. Synthesys™ scripts can run either in an iFrame within a corporate or commercial website or in their own window launched from a hyperlink on the site.

    The great thing is that scripts can be completely branded in the style of the website within which they reside using industry standard Cascading Style Sheets. Also, the data collected by these scripts is stored within the Synthesys™ underlying database in a format identical to the one used for any other channel such as voice or email.

    Web self-service scripts can be created, modified and deployed instantly by non-technical users just as easily as call scripts.

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    Voice recording integrated with CRM for easy retrieval

    Voice recording is widely used within most call centres as standard. There are numerous providers of recording technology in this mature market. However, despite their ubiquity, most voice recording platforms lack sophistication when it comes to the retrieval of recordings.

    The root of the problem lies in the fact that recording systems do not have access to the actual content of the calls that they record. This means that searching is limited to things like the timing of calls, agent, extension, telephone number and such parameters. This can sometimes make the search for a specific call akin to the proverbial "needle in a haystack".

    In Synthesys™, voice recordings (only available on the Synthesys™ Voice platform) are linked directly to Synthesys™ CRM. This means that you can search for recordings based on customer information and even the data captured during calls by Synthesys™ Scripting. Not only can this save a huge amount of time when looking for specific call recordings, but also allows the linking of recordings to statistical reports based on the content and subject of calls.

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