Synthesys - Delivering agility and consistency to customer contact
A strategic positioning document from Noetica
Version: Classic V4.3 and above
Module: Callflow Editor & Take Calls
Synthesys™ has a wide range of components that allow users to customise scripts and screens, as well as the formatting and validity of data captured.
By utilising a combination of simple controls and calculations built within the script, it was possible to limit the tariff options available to an Agent dynamically based on information that was captured in previous screens. These components were the Radio Button, Check Box Controls and Combo Box. Only valid tariffs were displayed to the right customers at the right time, thus eradicating the possibility of user error.
This change took less than two hours to design and implement, as Synthesys™ is able to publish new scripts in real time without agents logging out. Thus this change was deployed with no downtime to the Call Centre. Instantly errors ceased, calls back into the centre ceased and complaints relating to this issue disappeared.