Intelligent Management for Voice Communications

Syntellect CIM manages every aspect of voice communications in your contact center and handles inbound calls, outbound calls, voice mail, and abandoned calls, and supports traditional PBX, Centrex, or VoIP environments. The solution uses your data to define customer value or request urgency, and prioritizes every inbound or outbound call based on your business rules.

Syntellect CIM utilizes IVR, CTI, intelligent routing and management tools to provide cost savings through self-service and agent productivity, and increased customer satisfaction through lowered abandon rates and decreased time-to-resolution.

Key Syntellect CIM Voice Capabilities

• Interactive Voice Response (IVR) provides customer identification and self-service options for frequently asked questions
• Intelligent Data-directed Routing increases first call resolution by directing the call to the right person
• Computer Telephony Integration (CTI) links to existing enterprise applications to optimize productivity with real-time screen pops and other productivity tools
• Queued Voice Mail routes messages to a skill group rather than an individual to decrease follow-up time
• Abandoned Call Management lowers abandon rates by offering self-service options and callback options
• Voice Recording and Quality Monitoring ensures rapid quality assurance or problem resolution via flexible recording of calls
• Reporting and Performance Monitoring provides visibility to all levels of management and empowers rapid decision making
• Prioritization Rules and Visual Queuing enables timely response to the most important customers and agent empowerment
  to handle known customers

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.

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