Voice

More calls. Less effort.

"I have always wished that my computer would be as easy to use as my telephone. My wish has come true. I no longer know how to use my telephone."

Bjarne Stroustrup (originator of C++ programming language)

Computer Telephony Integration (CTI) is a collective name for a specific type of labour saving technologies that automate repetitive and inefficient tasks which otherwise call centre agents would need to perform in order to synchronise their software systems with their telephone. Whether it miraculously "pops" the correct customer's details on-screen or simply allows the agent to click on an icon to make or transfer a call, CTI technology makes call centre agents much more efficient by reducing call durations as well as the wasted time between calls. This is not only good for the bottom line but also for agent morale.

Why Choose Synthesys™

Why Choose Synthesis
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    Rich CTI functionality on more than 40 different voice platforms (PBXs)

    Synthesys™ interfaces directly to a wide range of telephony platforms ranging from the ubiquitous (Avaya, Mitel, Cisco, Aspect, etc.) to the less known (NEC, Panasonic, VoltDelta, etc.). For a full list of supported voice platforms please follow the link to the technical information sheet on this page.

    On all platforms Synthesys™ provides, amongst as a minimum:

    • Inbound DDI (dialled number) or CLI (calling number) screen pops.
    • "Click to dial" functionality.
    • Progressive dialling.
    • Voice & data hold.
    • Scheduled call-backs (with or without persistent script positioning)

    On most platforms Synthesys™ additionally provides:

    • Voice and data transfers of several types:
      • Consultative
      • Blind (to agent or to queue)
      • Conference (three way: agent, transferee, client)
    • Voice & data parking
    • Call blending

    On some platforms (Avaya, Mitel, Cisco, Aspect, Alcatel, etc.) Synthesys™ also provides:

    • Software only predictive dialling (soft predictive dialler).
    • Answer Machine Detection (Avaya & Aspect only).
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    Intelligent call blending

    Call blending remains a hotly disputed practice in the call centre industry. Some argue, justifiably, that the skillset required for outbound calling is totally different from the one required for inbound. Indeed, outbound agents are typically seen as the better equipped to handle difficult calls and therefore over-skilled for inbound whilst inbound agents are seen as not sufficiently savvy to manage outbound contact.

    On the other hand, the benefit of filling the "troughs" in inbound traffic with outbound work is seen as much too tempting an efficiency gain to resist. Hence the creation of a new breed of "bidirectional" agent who is not too proud to take inbound calls but sufficiently skilled to handle outbound calls as well.

    Synthesys™ is well-adjusted to this situation and therefore, Synthesys™ call blending recognises three types of teams: pure inbound, pure outbound & blended. Agents in blended teams are seamlessly moved between outbound and inbound in accordance to the levels of inbound traffic.

    In Synthesys™, inbound calls will always take priority over outbound calls.

    The Synthesys™ blending mechanism supports the use of user defined parameters which specify minimum service levels (SLAs) for inbound and it will automatically adjust the blending algorithm so it is best placed to hit the specified SLAs whilst maintaining the highest possible levels of agent talk time.

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    Synthesys™ Voice platform – a self-contained telephony solution from Noetica

    The Synthesys™ Voice platform is effectively a PBX (a telephone switch) built around one or more telephony cards (we use ProsodyX cards from Aculab). The platform (also known as the Synthesys™ Switch) underpins the Synthesys™ Dialler when running in standalone “hard dialler” mode (i.e. not dialling through a third party PBX).

    More recently, the Synthesys™ Voice platform has been adapted to support inbound voice traffic in order to support the functions of the new Synthesys™ ACD  module. Although Noetica is not actively competing in the crowded inbound telephony market, the success of our hard dialler solution in environments where a PBX does not exist has led to the development of inbound capabilities designed to support the use of the dialler.

    The Synthesys™ Voice platform can use ISDN or SIP trunks and can deliver calls to a wide range of telephony devices including IP Phones or soft phones using VoIP as well as digital or POTs (Plain Old Telephones) devices in various configurations.

    The Synthesys™ Voice platform is simple to set up and maintain and is included as a standard feature with all Synthesys™ solutions that connect directly to the telephone network (as opposed to working through an existing PBX).

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    Synthesys™ Voice Recording – a cost effective recording and retrieval solution

    Synthesys™ provides a fully functional, PCI compliant voice recording solution. The great strength of the Synthesys™ Voice Recording platform is the remarkably effective, rapid and accurate way of searching and retrieving voice recordings.

    Key to this innovation is the link between the Synthesys™ Voice Recording system and Synthesys™ CRM. Most recording system allow search and retrieval based on agent name or ID, time of call, extension and other administrative parameters.

    Synthesys™ allows search and retrieval based on customer information.

    This is only possible because our recordings are directly linked to CRM records as an integral part of the event history related to each record. This is also linked to Synthesys™ Scripting so that a user can see the script data at the same time as listening to a recording and the fact that the two are linked via CRM history puts the recording in its full context.

    Synthesys™ Voice Recording is only available on the Synthesys™ Voice platform.

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    Synthesys™ ACD – low cost call distribution from Noetica

    An additional layer working on top of the Synthesys™ Voice platform, the Synthesys™ ACD provides the ability to handle inbound call traffic with ease. It provides all the features that you would expect from a modern call distribution system, such as:
    • Call queues
    • Routing strategies definition
    • Messages or music on hold or in queue
    • Preferred agent routing
    • Out of hours messages
    • Configurable agent wrap up times
    • All call stats stored in the Synthesys™ database

    The Synthesys™ ACD is simple to use and maintain. Like most other features in Synthesys™ it is aimed at the non-technical user.

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