There's something to be said about focusing very specifically in one area, or
a singular talent. It's entirely another to be a jack of all trades. Looking to
be the latter in a time in which simplicity and integration is all the rage,
Phoenix-based contact center management provider Syntellect unveiled its new
Communications Portal Version 7.2, the first combined technology effort since
acquiring Envox Worldwide in October 2008.
"This is the first release that represents the union of our two
technologies," says Bruce Sherman, product manager at Syntellect. "It is more of
a direct descendant of what used to be referred to as Envox [Communications
Development Platform 7.1]. As we looked at putting that product and ours
together, we did the name change and thought about the future of technology ...
hence ‘communication portal.'"
To read the entire article from Destination CRM, please
CLICK HERE.
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Syntellect Launches Communications
Portal 7.2
Syntellect announced the release of Syntellect Communications Portal Version
7.2. The Communications Portal is the first of the combined technology efforts
resulting from the acquisition of Envox Worldwide in October of last year. A
descendant of the award-winning, open, standards-based VoiceXML gateway, Envox
Communications Development Platform 7.1, the Communications Portal represents
the future of Syntellect’s self-service, IP communications platform offerings.
This release contains the following new features:
- Additional Speech Technologies Vendor Support
- Efficiency Enhancements for MRCP V2
- New Features for Syntellect Studio
- CTI Link Resiliency
- Support for Windows Server 2008
CLICK HERE to learn more about Communication Portal or
email us for more information or to schedule a demo.
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Syntellect PhoneLink for Siebel Released
Syntellect announced the release of Syntellect PhoneLink for Siebel, which
increases the efficiency of Customer Service Representatives (CSRs, Agents) by
enabling features like Screen Pop and Click-to-Dial for contact centers using
the Siebel CRM software.
Syntellect PhoneLink software can reduce call time by 10-20 seconds per call
simply by providing customer information to an agent’s desktop as they
simultaneously receive a customer call. Using Syntellect PhoneLink you can
instantly retrieve and screen-pop customer related information to the agent’s
desktop as the call arrives to the agent. Receiving customer details on your
screen at the same moment you receive the incoming call means you are able to
give a better and more immediate response to the customer, driving towards a
first call resolution for every customer. Automatically seeing key details about
the customer, such as notes from previous conversations or order history, means
your staff can offer a more personalized service.
CLICK HERE to learn more about Syntellect's PhoneLink for Siebel.
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Global Water Implements Syntellect Self-service
Solution
Global Water Resources (Global Water) has installed Syntellect's self-service
management solution, which includes Interactive Voice Response (IVR), Advanced
Speech Recognition (ASR), Computer Telephony Integration (CTI), and Campaign
Manager. This solution will greatly enhance Global Water’s customer service
operating efficiency.
Global Water installed the new system to enhance efficiencies in customer
service to its approximately 60,000 customers. Last year, Global Water responded
to more than 80,000 telephone inquiries.
“We are pleased to partner with
Global Water to deliver this new customer service solution,” said Steve
Dodenhoff, president of Syntellect. “Increasing efficiency and reducing cost
thru automation is a core value proposition of our contact center solutions. In
times like these, smart companies are investing in their customer service
systems to ensure that their resources can be focused on improving operations
and enhancing the customer relationship.”
Global Water owns and operates 16
water and wastewater utilities in the state of Arizona serving more than 60,000
people. The company is committed to managing future water scarcity in the arid
southwest by investing in and improving the regulated water and wastewater
companies it owns and conserving Arizona’s precious water resources through
water recycling.
To learn more about Global Water, please
CLICK HERE.
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Multimedia Customer Contact Study from ContactBabel
In the late 1990s, the phrase “contact center” was rarely used or understood by
many working in the call center industry. With relatively minor changes, call
centers continued to do what they had done for years before: receive and make
telephone calls from and to businesses’ customers and prospects. The role of the
Internet in customer communication was poorly understood, email volumes were
still low (and response rates were often appalling) and self-service consisted
of IVR and little else.
Today, multichannel contact centers are mainstream. The term “call center”
sounds more old-fashioned every week, and the Internet – both as a channel for
self-service and person-to-person contact – is an integral part of many
businesses’ customer contact strategy.
CLICK HERE for a free download of the Multimedia portion of the ContactBabel
study.
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Interactions 2009 Conference Recap
Syntellect's Interactions 2009 User and Management Conference was a huge
success thanks to the Syntellect clients and partners who attended from around
the world. The two-day conference was held at the Marriott McDowell Mountains in
Scottsdale, Arizona. Attendees were able to network with other users, spend
one-on-one time with the Syntellect staff, gain industry knowledge and learn
what future contact center technologies will soon be available.
The overall theme of the two-day conference was how to "Reduce Costs and
Improve Efficiencies" in today's economy. Daniel Hong, Lead Analyst at
Datamonitor, used his keynote address to talk about "Speech Solutions in Today's
Economic Climate" while other conference sessions demonstrated how Syntellect
contact center solutions can help attendees do more with their solutions that
are already in place.
If you have any questions about Interactions 2009, please
CLICK
HERE to email us.
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Upcoming Events
VoiceCON
March 30-April 2, 2009
Orlando, Florida
HDI 2009 Annual Conference and
Expo
April 6-9, 2009
Las Vegas, Nevada
Temenos Client Forum
May 4-9, 2009
Monaco
Infoshare 2009
May 12-15, 2009
Orlando, Florida
© 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
