Syntellect to Release Version 8.0 of
Award Winning CIM Solution
Syntellect Communications Portal integration and other market-driven features
are included in the April 2011 release
PHOENIX – March 30, 2011
– Syntellect, Inc., an industry leader in contact center and self-service
technology, today announced the upcoming release of Syntellect Customer
Interaction Management (CIM) version 8.0 from its award winning line of customer
interaction solutions.
Syntellect CIM version 8.0 includes a number of
new product enhancements, including:
-
New auditing feature helps
ensure compliance and logs a complete audit trail with reports of system
changes made by agents, supervisors, and system applications
-
Integration with
Syntellect Communications Portal (SCP) for comprehensive handling and
management of all voice interactions on a standards-based voice portal
-
Agent and resource manager
module updates increase usability and provide more flexible desktop
integrations
-
iVault now has
partitioning of the interaction views to ensure that Agents only have
visibility to the appropriate
data
-
Decision Manager
enhancements enable more flexible reports
-
New localization kits for
Configuration Manager, iVault and QIM
-
Updated support for many
third-party components
Additional features available in the second half of 2011
include: inbound and outbound SMS message support through native interfaces as
well as third-party aggregators, client user interface overhaul using thin
client technologies, Supervisor/Agent Messaging enhancements, and support for
VMware ESXi.
“Syntellect CIM v8.0
provides new market driven features, broader PBX/IP-PBX independence and updated
support for additional third party components, including the latest 64-bit
operating systems and virtualization,” stated J.R. Sloan, product director,
portfolio management. “Updates to the Agent, Resource Manager and iVault
components continue to help our customers meet their end goal of providing the
highest levels of customer service with a personalized customer experience.”
Containing an advanced
management engine, Syntellect CIM enables control of a universal queue of
customer interactions of all types, including telephone, interactive voice
response (IVR), voice mail, email, web chat and fax.
"New integration with SCP
for CIM’s voice component provides a complete standards-based, unified
communication solution. SCP handles all voice interactions including direct and
queued inbound and outbound calls, abandoned callbacks and in-queue voicemail,”
added Sloan.
Syntellect CIM 8.0 will be
available in April 2011. For additional information about Syntellect CIM, visit
www.syntellect.com.
About Syntellect
At Syntellect, we help our customers create, maintain and continuously improve
superior end-to-end service for their customers - personalized service that
values their preferences from the way they contact a business to the level of
help desired. We measure our success by our ability to implement and
continuously support solutions for our customers. With over two decades of
pioneering leadership and thousands of solutions deployed globally, Syntellect
is a premier provider of enterprise-class contact center solutions for the
utilities, financial services, government, high-technology, help desk, consumer
products, and the healthcare industries.
Syntellect is headquartered in Phoenix, Arizona, with additional offices in the
United States, Canada, the United Kingdom, Sweden, Croatia, Dubai, Australia and
Singapore. For more information
about Syntellect, Inc. visit
www.syntellect.com.
