May 2009 - News from Syntellect
On the Horizon: CIM 7.0
Be on the lookout for Syntellect CIM 7.0, scheduled for release in July 2009. This release introduces a number of enhancements throughout the product, including integration with the Syntellect Outbound Communicator (September 2009) and a complete application redesign.
CIM 7.0 will also include updated support for many third party components such as Java, Oracle, Cisco and Tomcat.
Email your Syntellect Account Manager to receive more information on Syntellect CIM 7.0 and Support Center.
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Outbound Communicator Sneak Peek
Outbound Communicator for CIM enables higher agent efficiency through the use of a well-proven predictive dialing technology that carefully monitors agent availability and throttles call pacing automatically as business activities shift.
Scheduled for release in September 2009, Outbound Communicator:
- Enables blended agent or dedicated agent proactive outbound customer campaigns
- Maximizes on agent utilization by converting typical down time to valuable proactive customer calls
- Increases revenue opportunities by leveraging outbound for cross-selling campaigns
- Leverages existing CIM investments by extending the extensive customer interaction data to create well targeted campaigns
- Improves customer service by increasing customer contact opportunities and using skills-based routing to more accurately match customers and agents
WANTED: Beta Testers
Syntellect is looking for volunteers to beta test the upcoming release of Outbound Communicator for CIM version 7.0. If you are considering adding outbound communications to your contact center and would like to participate in the beta test, please contact your account manager.
Email your Syntellect Account Manager to receive more information on Syntellect Outbound Communicator.
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Whitepaper: A Case for Hosted IVR and Contact Center Solutions
The increase in VoIP technology adoption is having an interesting impact on
hosted IVR and contact center solutions and their providers. Like their
enterprise counterparts, hosted service providers are adopting VoIP quickly,
and there are more hosted IP-based services than ever before. This is good
news for enterprises because hosted IVR and contact center services provide
a number of advantages over on-premise solutions, especially for small and
medium-sized businesses.
Aside from the punch that VoIP adds to hosted services, this deployment method
significantly reduces the time, cost and complexity of offering cutting-edge IVR
and contact center solutions. First, it eliminates much of the start-up costs
associated with on-premise solutions. The enterprise avoids the capital cost of
buying voice servers, Web servers, telephony hardware, speech recognition
software licenses, and other system components. Plus, the enterprise does not
have to dedicate valuable space to the IVR and contact center systems.
There
are few, if any, back-office maintenance costs because the solution provider
maintains the applications and server infrastructure. The company doesn't need
in-house development expertise for the same reason, and there are no training
costs because in-house IT doesn't have to keep up with the hosted technology.
CLICK HERE to download the Whitepaper or email us for more information.
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Syntellect Development Solutions
In addition to providing your organization with industry-leading interaction management solutions, Syntellect also offers a variety of development tools that enable rapid deployment and dynamic testing of your communications solutions. Syntellect development solutions include:
- VoiceXML Studio: A graphical development environment that accelerates the creation of VoiceXML-based voice solutions by 50%
- CT ADE: One of the world's most scalable and cost-effective development platforms, Syntellect CT ADE can reduce your solution cost by 60% or more compared to other development methods
- Voiyager: Provides a more efficient method to engage in more thorough testing earlier in the development process and provide the Quality Assurance (QA) teams with a more effective method to validate call flow logic
To learn more about Syntellect Development Solutions, please contact your Account Manager or send us an email.
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New Training Classes Added
Be sure to check our the updated Syntellect Training Courses and see which courses would help you maximize your contact center investment.
To review course descriptions, please CLICK HERE. If you have any questions, please call your Account Manager or email us.
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Envox Customer Survey Winner
As the dust has settled after Syntellect’s acquisition of Envox,
we continue to build our relationship with the organizations that use the Envox suite of products. Syntellect is excited about the transition to date, but we wanted valuable input from Envox users to better understand their organization’s needs.
As a result, we asked Envox users to answer a short customer survey, and upon completion, they were entered into a drawing to win a Nintendo Wii.
Congratulations to James Hill from The White Stone Group on winning the Nintendo Wii. James was randomly selected from the many surveys we received. Thanks to all who participated in the survey. Your feedback was extremely helpful for our strategic planning of the Envox products.
If you have any questions on the Envox Customer Survey, please contact your Account Manager or email us.
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Upcoming Events
ICMI Contact Center Management Conference and Expo
June 1-3, 2009
Austin, TX
NorthEast Contact Center Forum
June 9, 2009
Foxborough, MA
Mitel Business Partner Forum and Expo
June 18-19, 2009
Las Vegas, NV
CUNA Technology Council Conference
August 5-8, 2009
San Francisco, CA
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