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Syntellect - A Superlative Customer EngagementOpen standards-based, switch independent, software-only solutions. These aren't just industry buzzwords - they are critical descriptors of our solutions design philosophy. However, adherence to these design principals is only the technical portion of a superlative customer engagement. The other crucial components are service, ownership, partnership and relationship, and in these areas, we stand apart from the pack. At Syntellect, a "hand off" to customer service means meeting more of your team, not losing the support of your sales, consulting, design and development colleagues, as with some companies. We are big enough to get the job done, but small enough to form personal relationships with your team. From the initial discovery process, through the design, launch and tuning of your contact center and self-service applications, we remain committed to making things work. Service Exceptional customer service is what we create, and has been our core competency for the life of Syntellect. For over twenty years, we have assisted companies in designing, delivering, and improving first class customer service solutions. The customer satisfaction metrics from our own help desk and customer support operations demonstrate our expertise and commitment. Of the hundreds of companies we have built relationships with, many have spent decades with us, and have engaged with our customer support personnel who have an average tenure themselves of over 10 years. Those tenured relationships equate to experience in customer service unrivaled in the industry. Our support personnel understand Mission Critical Systems Support, Triage and Fix. In order to provide responsive service for modifications, we created a Professional Services Group inside Support to help our clients quickly and cost effectively implement small systems changes. Ownership The foundation of our partnership with you is ownership. Regardless of whether it is technical support or customer service, we take ownership of the issues. Our products and solutions are designed to fit into your existing business environment, with minimal disruption, and immediate results, and we design our engagements to work that way for you as well. With a single point of accountability and a no finger-pointing guarantee, our ownership philosophy is inclusive of our products and others within your customer service ecosystem. As a matter of policy, we will troubleshoot a problem up to the point that we've identified that it is outside of our systems and then, at your option, we'll continue to work with your third-party vendor, or hold the ticket open until you close it. It's part of what we do. Relationship Because having honest relationships is so embedded in our corporate culture, we won't sell you technology for the sake of technology. We take the time to get to know you and understand your business needs as well as your customers. On top our shared enterprise platform, we create solutions specifically designed to meet the unique needs of each business unit. Our flexible architecture ensures that your solution can change and grow with your business. Partnership Even though we offer point solutions, it's not just point and leave. We continuously facilitate business process improvement, across your entire organization, through a consultative partnership with you. We work with you to make incremental improvements to your customer service centers. We have found that basing the design on your business and customer brings about a positive experience for both your agents and your customers alike. We have seen this countless times through the immediate reaction of the CSR when they start using the system. Professional Services
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