Experience Is Everything

The Syntellect CIM solution is scalable to meet the needs of a contact center no matter how small or large. CIM is scalable with ability to enhance your solution with additional components to make a truly integrated contact center.

iVault

Syntellect understands that communications not only represent what’s happening at the present time, they also represent a customer’s history and provide a course for future action. As a component of Syntellect CIM, the iVault module is a unique application for complete Interaction lifecycle history. The browser-based application provides a complete picture of your contact center as an email handling environment and assures the quality of the correspondence. Benefits of iVault include:

• Record and archive all platform supported interaction types
• Retrieve valuable interaction data quickly and efficiently
• Cradle-to-grave data display including voice and text transcripts
• Displays available customer data during customer follow-up contact
• Review interaction histories as a text display or using an audio playback of interactions

Workforce Management

Syntellect CIM can integrate with workforce management (WFM) solutions to provide real-time adherence and historical reporting to WFM. Schedules can be created, and agent efficiency can be measured, through the information that CIM passes to the application.

Syntellect has performed a deep integration with GMT Planet, a leading workforce management application, to tie CIM and Call Recorder to their award winning product. Workforce Management for Syntellect Call Recorder provides a holistic view of agent performance by facilitating the integration GMT Planet with Call Recorder’s interaction recording and quality monitoring capabilities.

Syntellect Outbound Communicator for CIM

The delicate balance between maintaining a profitable contact center while providing high levels of service is dependent upon well orchestrated processes and careful staff planning. Maximizing on the resources that are available is critical in achieving that balance and agent productivity is often the
tipping point. Contact centers where a considerable number of outbound calls are part of the business process are challenged to sustain those agent productivity levels. All too often, time is spent on manual dialing that can lead to poor agent to live customer connectivity rates - this is a waste of the most valuable and costly resource contact centers have.

Syntellect Outbound Communicator uses a well-proven predictive dialing technology that carefully monitors agent availability and throttles call pacing automatically as business activities shift either dynamically or based on your schedule. Accurate live voice answer detection eliminates time wasted by agents with false-positive calls to answering or fax machines as well as busy signals. When live contacts are made, service levels remain high as agents are provided with instant updated customer data to their desktop with every call.

Syntellect Support Center

Syntellect Support Center is a Java-based program used to automatically apply Partial Release Cycles (PRC) software updates to Syntellect Customer Interaction Management (CIM). This tool will make the application of PRCs easier and more reliable while eliminating the manual process of updating. Support Center provides a new level of assurance that updates and patches have been applied properly and decrease the overall risk of updating the solution.

Support Center will provide automation and confidence when updating Syntellect CIM.

Key  Syntellect Support Center Capabilities

• Display release notes for the update
• Validate that the update is applied to the correct version of CIM
• Ensure that the server environment is ready for the update with sufficient disk space
• Perform a back-up of application files to be replaced prior to applying the update to the server
• Warn of customized files to be replaced, separately back them up, and remind to reapply the customizations to the new version of the file
• Perform a list of actions to be taken on a server for review before the update is applied
• Automatically stop CIM services prior to applying the update
• Apply the update and extensively log all actions and any errors
• Automatically roll back the update if it fails and report on the failure and reason for rollback
• Provide a separate history of all updates applied to the server

Beginning with CIM version 6.6, Support Center will be the method by which PRC updates will be applied to the application. The current manual method of installing updates still applies to CIM versions prior to 6.6.0. Additionally, PRC updates to client applications
(Agent, Resource Monitor, Application Designer) in all versions are not performed by Support Center.

Support Center will enable Syntellect CIM users to control contact center costs by optimizing the use of resources. Since Support Center provides an automatic process, the application will allow contact centers to reallocate staff time normally reserved for updating. There will be no cost for Support Center to all current Syntellect CIM clients.

Visit the Contact Center Resources section to discover more about Syntellect's interaction management solutions, whitepapers, case studies, articles and other information about the contact center industry.

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