Experience Is Everything
The core of Syntellect Customer Interaction Management (CIM) contains an advanced management engine that enables you to fully control a universal queue of customer interactions of all types, including telephone and Interactive Voice Response (IVR), voice mail, email, web chat, web transactions, fax and agent tasks.
This fully featured contact center solution integrates seamlessly into your business environment and connects existing Customer Relationship Management (CRM) solutions, and other back-office applications, with your contact center, giving you and your agents a complete view of customer interactions. The platform delivers true site-independent universal queuing of all communication types across multiple contact centers, routing them to the most appropriate resource that is available.
Equipped with access to customers through multiple channels, complete interaction histories, comprehensive customer account information and quality service data, your agents can respond promptly and facilitate seamless escalation between qualified channels if necessary. Agents are provided with a consolidated view of all customer interactions, giving them the knowledge and tools to effectively handle any customer inquiry.
Along with traditional multi-channel interactions, Syntellect CIM supports tasks – activities associated with, or independent of, standard interactions into or out of the contact center. Tasks can be generated by events within the platform or externally (e.g. CRM applications or workflow solutions) and placed in queue and prioritized along with other interactions, such as a call or voice mail. Tasks let the system accurately track the content and time of any agent activity, in a central location.
Syntellect CIM provides web-based administration, real-time monitoring and a comprehensive decision management system, which allows you to create a complete, customizable picture of how your customer interactions are handled. This gives you the knowledge and tools to make necessary changes
to optimize your contact center.
Key Syntellect CIM Capabilities
- Enterprise-class scalability
- Multi-node resiliency and failover capability
- Global system configuration administration
- Global queuing across all sites
- PBX/IP independence
- Full multi-media contact blending
- Tasks queuing
- Blended inbound and outbound voice
- iVault – complete interaction lifecycle history
- Push/pull interactions
- Customer, skills and proficiency based routing
- Customer segmentation and prioritization
- Open API
For organizations looking for deeper integrations, Syntellect provides
Software Development Kits (SDKs) and APIs to support embedded integrations with
partner products, and custom enhancements for customer deployments.
With the power of Syntellect's Customer Interaction Management platform, you
will be able to optimize operational efficiency, continuously improve agent
performance, reduce costs associated with customer interactions, increase
revenue, and ensure customer loyalty and branding.
Visit the
Contact Center Resources section to discover more about Syntellect's interaction management solutions, whitepapers, case studies, articles
and other information about the contact center industry.
Request More Information
