In this issue of Syntellect News:

Devon and Cornwall Housing Group (DCH) in the United Kingdom conducted a formal tendering exercise in order to evaluate a number of market leading systems from different suppliers. Datasharp recommended a ShoreTel unified communications solution and a multimedia contact center solution from Syntellect called Customer Interaction Manager (CIM).

The solution proved to be the most user-friendly, offered the best value for money, and above all, enabled residents to communicate with DCH staff more effectively, in their chosen method such as SMS, email, web or telephony.

CLICK HERE to download the case study and learn more about how the solution helped DCH provide better service to their community.

Syntellect CIM Awarded Cisco Certification and Partner Status

Syntellect has announced that Syntellect’s CIM 7.0 is now certified by Cisco for use with their Unified Communication Manager (UCM) version 7. In addition to certification, Syntellect has received the status of Cisco Technology Developer Partner, which provides access to a variety of Cisco developer and technical resources.

Certification was awarded to CIM 7.0 after rigorous testing in Cisco lab facilities and serves as an official acknowledgement of compatibility and interoperability of the two platforms. This will ensure synergistic customer support and development efforts between the two companies. This certification should also be of value to prospective CIM clients who have a Cisco PBX and are considering CIM for their contact center.

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Helping Your Team Continue to Succeed

Contact Centers are constantly looking for ways to boost employee performance and productivity, as well as increase customer satisfaction and retention.

Syntellect's Learning & Development Team will consult with you to design an education program that matches your organization's development needs for using or managing the various Syntellect Interaction Management Solutions.

Are you dealing with any of the following issues:

• New agents that need to handle customer interactions
• New supervisors that need to monitor contact center activity
• Change in personnel performing administrative functions
• Employees in remote locations with travel restrictions
• Seasonal staff that need a review of how to handle interactions

We can create an education plan to maximize the transfer of knowledge for your team’s specific needs. Costs for a custom education plan start at $250 per hour for a minimum of 4 hours. Contact our Education Team by March 31st to receive an additional 2 hours for FREE.

Our instructors have over 25 years of experience in the field of education. Each instructor utilizes their skills to provide participants educational activities that are engaging and simulate real-world situations in a dynamic learning environment.

We want to help you continue to succeed! Contact us at instructors@syntellect.com or at 630.575.7945.

Syntellect CIM version 7.0 has new localization capabilities. With the partial release cycle 04, Syntellect has enabled most of the web applications, such as Configuration Manager, iVault and Decision Manager, to be rendered in foreign languages, including double-byte languages. In previous versions of CIM, localization capabilities existed only for Agent and Resource Manager.

For more information on CIM's localization capabilities, please contact your Syntellect Account Manager.

In Summer 2010, Syntellect will release its integrated offering of Syntellect Communications Platform (SCP) as the next generation embedded IVR for Syntellect CIM. Providing enhanced live-service and new self-service IVR capabilities to CIM, SCP delivers all of the capabilities of the previous PIL IVR with the following new features:

• Support for Voice XML (VXML) scripting for self-service applications
• Support for SIP standards when utilized with selected switches (live and self-service)
• Video support for self-service customer environments
• Advanced speech recognition services for live and self service
• Future ability to run in a VMWare environment
• Used in conjunction with Syntellect Outbound Communicator for predictive dialing campaigns within CIM

For more information about Syntellect's SCP and CIM integration, please contact your Syntellect Account Manager.

CIM 7 Feature Highlight: Agent Swap

Its Use: Often, an agent on a customer call may want to place that person on hold in order to consult with another internal resource. Pressing the Agent Swap button on the CIM Media Handler allows the agent to initiate the secondary call on the same line and subsequently flip between the two calls.

This method is often preferable to using the second line on the agent's desk phone because CIM will manage and track all interaction activity.

The Benefit: For Supervisors and Management, Agent Swap insures that an agent's time both talking to the customer and on the consultation is accurately reflected in Decision Manager and iVault for the interaction.

More information about Agent Swap can be found in the CIM Agent Help file, or contact your Syntellect Account Manager.

Upcoming Events

Lending Solutions 2010 - a Fiserv Client Conference
April 26, 2010
San Diego, CA