"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.
Synthesys™ provides two main options for handling voice calls:
Although both options provide similar functionality, the Synthesys™ Voice platform provides some additional benefits and also offers an excellent value for money alternative in cases where there is no existing PBX infrastructure or when such infrastructure is approaching end of life.
The following functionality is platform agnostic and is delivered through Synthesys whether using the Synthesys Voice platform or any PBX from the following vendors:
|Avaya (all platforms)||Aspect||Cisco|
|Nortel Networks (Avaya)||Alcatel||Mitel|
|CosmoCom (Enghouse)||Elmeg||Aastra (Ericsson)|
On most platforms Synthesys™ additionally provides:
On some platforms (Avaya, Mitel, Cisco, Aspect, Alcatel, etc.) Synthesys™ also provides:
In the absence of an existing modern PBX/ACD platform, Synthesys™ provides a native voice solution based around high quality and reliability ProsodyX range of voice hardware from Aculab. This platform can handle traditional ISDN circuits as well as SIP trunks or a combination of the two.
As all outbound activity is handled through the Synthesys™ Campaigns & Synthesys™ Dialler, it is interesting at this point to examine the inbound features that the Synthesys™ Voice platform has to offer:
Synthesys™ provides a low cost voice recording solution on the Synthesys™ Voice platform. The Synthesys™ Voice Recording solution provides a unique and extremely effective way of retrieving voice recordings by linking all recordings to underlying Synthesys™ CRM records where they simply become part of the customer history.
Of course, more traditional methods of retrieval by agent, time, phone number and so on are also available.
Synthesys™ Voice Recording integrates perfectly with Synthesys™ Scripting to allow the recording of calls to be stopped and started automatically (i.e. without agent intervention) as the agent progresses through a script. This is particularly useful for PCI compliance.
The Synthesys™ Voice platform also provides a "listening in" mechanism which allows supervisors and tem leaders to monitor the quality of calls as they happen. This mode of silent "eavesdropping" can be done either by selecting a specific agent or by selecting a campaign or team whereby the system will select agents at random for this purpose.
This is an invaluable tool for quality monitoring and continuous assessment.
Altogether, the Synthesys™ Voice platform provides a comprehensive and highly cost effective yet scalable and robust solution for call centres of all sizes eliminating the need to make heavy investments in products from specialist vendors which tend to be bloated with an endless array of features which are likely to remain unused.
How Synthesys complements the Oracle cloud-based CRM solution
A great example of an outsourcer who has managed to exploit most of the benefits that Synthesys™ has to offer to achieve explosive growth