Syntellect Call Recorder for CIM combines call and screen recording
technology with quality assessment scorecards to improve agent performance, aid
in compliance and capture the complete customer experience.
Call Recorder is scalable to meet the needs of the Enterprise and the SMB
market, and the release and integration of Call Recorder enables Syntellect CIM
users to:
- Record calls and screens for training, quality monitoring, sales
resolution, dispute verification and compliance
- Configure the recording process based on their contact center rules
- Identify workflow and agent performance issues to increase First Call
Resolution (FCR) and improve call handling times
- Easily customize web-based score-cards and evaluation forms for training
- Review recorded calls directly within iVault, providing quick and easy
access to the entire customer interaction history
CLICK HERE to learn more about Call Recorder or email Account Management to schedule a demo.
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Contact Babel's
2008 U.S. Contact Center Operational Review
Contact Babel has produced its 2nd annual study of the US contact center
industry with hundreds of US contact centers taking part in the confidential
study.
"The US Contact Center Operational Review" is 300 pages in length, and looks
in depth at salaries, attrition, training, multimedia, IP, self-service,
strategies, outsourcing, planning and many other elements that are key to
understanding how contact centers can best be run. Results have been segmented
by industry sector and contact center size, so that readers can compare their
own operations with those that are most similar.
CLICK HERE for a free download of the IVR/Self-service portion of the Contact
Babel study.
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Syntellect PhoneLink for Salesforce 2.2
Released
Syntellect PhoneLink for Salesforce Version 2.2 includes a large number of
new features and enhancements that have been developed in close cooperation with
Syntellect customers and partners based on the needs and requirements of contact
centers.
PhoneLink for Salesforce Version 2.2 contains the following new features:
- Support for multiple-call appearance phone sets enables multiple calls
on a single PBX extension.
- New calls on a phone have no affect on the display or control of a call
that is already active.
- Extended Salesforce query for screen pop allows an application to
construct an Extended Salesforce SOSL Query and attach it to a call before
it is routed to an agent.
- This query restricts the Salesforce contact database search triggered by
the call arriving at the agent.
- Screen pop prevention prohibits contact details from being automatically
displayed when a single record is found for an incoming call.
- New Case button provides an easy method for agents to create new cases
with pre-populated fields during inbound or outbound calls
To learn more about Syntellect PhoneLink 2.2 for Salesforce please email
info@syntellect.com.
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Trying to Uncover Contact
Center Savings?
Let Syntellect Business Consulting Services Investigate
Your contact center is the primary point of interaction with your customers
and a significant lifeline to your organization’s financial well being. In
today’s volatile economy, your ability to reduce costs, improve efficiencies and
make informed business decisions that impact the customer experience are more
important than ever. In your current attempt to uncover contact center savings,
ask yourself some of these questions:
- How much could you save if you reduced agent call volume by 2% or agent
handling time by 30 seconds?
- Do your current business processes and contact center organization
maximize agent productivity?
- Are you taking full advantage of your contact center technology that’s
already in place - to partially automate or fully automate customer
interactions
- How can you lower costs while maintaining high levels of customer
experience?
The Contact Center Operation Analysis from Syntellect Business Consulting
Services answers these questions and more, providing you with a thorough
assessment of your contact center to help you make more informed decisions that
improve the bottom line. Here are some of the examples of contact center cost
savings opportunities recently uncovered for our clients:
Large regional US bank with 15 million annual call volume
- Identified $787,000 in cost saving from self-service (IVR) application
improvements
- Identified $467,000 savings from increasing CSR efficiency by
screen-popping calling information from IVR to desktop
Major US Mortgage originator/servicer with 2.75 million annual call
volume
- Identified $431,000 in annual cost savings from self-service (IVR)
application improvements
Home division of a major children’s book publisher with 2 million
annual call volume
- Uncovered $233,000 in annual costs saving by identifying and
authenticating callers using IVR and popping information to CSR
Major global charitable organization with 250,000 annual call volume
- Identified $203,000 in annual cost savings by deploying customer
self-service
Major US web & catalog athletic retailer with 6 million annual call
volume
- Identified $270,000 in cost savings from increasing CSR efficiency by
screen-popping caller information from IVR to desktop
To find out more about how Syntellect Business Consulting Services’ dedicated
team of consultants leverages our 25 years of contact center experience, knowhow
and insight to help you reduce costs and improve efficiencies while enhancing
the customer experience, please
email info@syntellect.com.
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Syntellect Support Center Released for CIM
Syntellect Support Center automates the installation and management of Partial
Release Cycle (PRC) updates. This Java-based program eliminates the manual
process of applying software patches and provides Syntellect CIM users a level
of assurance that each update has been installed properly on the server. Support
Center will display release notes, validate the update is being applied to the
correct version of Syntellect CIM, ensure the server environment is prepared for
the update, perform file back-ups and more. There is no additional cost to add
Support Center to any current Syntellect CIM solution.
To learn more about Syntellect Support Center for CIM visit
www.syntellect.com/supportcenter.
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Syntellect's Interactions 2009 Keynote Speaker Announced
Daniel Hong, senior analyst for
Datamonitor, has been announced as the
Interactions 2009 Keynote
Speaker. Mr. Hong's keynote address will discuss "Speech Solutions in Today's
Economic Climate." Mr. Hong is the author of numerous reports that examine the
current opportunities, relevant issues and future direction of the global voice
business market. He has also written several industry white papers and engaged
in numerous consultancy projects for companies in the voice business and
outsourcing markets.
Interactions 2009 is less than a month away! Register by February 23rd and
save $600 off the regular conference price using discount code
INTERACT09. Interactions 2009 sessions will focus on improving your
operational efficiencies while reducing your contact center costs. Don't miss
out on Syntellect product reviews, training and networking with your peers.
Click here to visit
Interactions 2009.
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Upcoming Events
Call Center Demo & Conference
February 25-27, 2009
Miami, Florida
Interactions
2009 User and Management Conference
March 9-11, 2009
Scottsdale, Arizona
© 2009 Syntellect, Inc. its subsidiaries and
affiliates. All rights reserved. Trademarks or registered trademarks of
companies mentioned herein are the property of their respective owners
