PHOENIX – February 26, 2009 –
Syntellect, Inc., a leading provider of contact center management solutions,
announced today the release of Syntellect PhoneLink for Siebel. This release is
a CTI application that 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.
Syntellect PhoneLink’s Click-to-Dial capability means that telephony
functions are integrated into the Siebel Softphone application allowing agents
to more quickly make outbound calls. Dialing out automatically with a single
mouse click from the PhoneLink application on your computer saves time and is
more accurate, so if you make a lot of outgoing phone calls, the cumulative time
lost to wrong numbers can be substantial and may be avoided.
“Syntellect Phonelink for Siebel ultimately helps contact center agents
deliver a more personalized service to their customers,” said Christoph Mosing,
Syntellect vice president of business development. “With faster call processing,
organizations are able to achieve first call resolution for all customers and
reduce the need to hire additional agents to handle higher call volumes, leading
to a reduction in costs and improved efficiencies.”
To learn more about Syntellect PhoneLink for Siebel
click here
or email Syntellect at
info@syntellect.com.
About Syntellect
At Syntellect, we help our customers create, maintain and continuously improve superior end-to-end service for their customers - personalized service that values their preferences from the way they contact a business, to the level of help desired. We measure our success by our ability to implement and continuously support solutions for our customers. With two decades of pioneering leadership and thousands of solutions deployed globally, Syntellect is a premier provider of enterprise-class contact center solutions for the utilities, financial services, government, high-technology, help desk, consumer products, and healthcare industries.
Syntellect is headquartered in Phoenix, Arizona, with additional offices in North America and the United Kingdom.
Syntellect Contact:
Bruce Petillo, Marketing Manager
602-789-2755
bpetillo@syntellect.com
