Contact Center Solutions for Help Desks
Contact Center Solutions for Support Centers
Your customer support can directly impact your future business opportunities. Delivering first class support requires well-managed communications that provide the optimal customer experience. The service a customer experiences when they contact a support center is the impression they have of the entire company. This is often the most important relationship that extends after the initial sale and in most cases good support equates to a good vendor.
Syntellect offers a communications management solution for support centers to help change the customer’s experience, create new opportunities for revenue generation and reduce the cost of providing service. Syntellect Customer Interaction Management (CIM) is a complete contact center solution for controlling all communications in a support environment. The solution integrates seamlessly into your PBX or VoIP environment and manages voice, email, fax and web chat interactions with tools for self service, agent productivity and management reporting.
Increase Customer Satisfaction
Greet customers by name, offer them self service options, cut their wait times and deliver positive issue resolution the first time. Syntellect enables you to eliminate the negative experiences associated with support calls and transforms support into a competitive advantage.
- Offer the option to enter or check status of incidents through any channel to avoid wait times.
- Provide online assistance for web self service through secure Web Chat.
- Suggest callbacks to customers who do not wish to wait.
- Automatically escalate calls on the verge of exceeding SLA requirements.
- Provide after hours access to services through self serve options, email or pager services for critical issues.
Optimize your support operations
Support centers are dynamic and complex environments. The easy-to-use, real-time management and historical reporting tools in Syntellect CIM give you the visibility and control you need to optimize all aspects of your support center operations according to your own unique business rules and processes.
- Make all administrative changes from a single interface across the entire system.
- Measure overall performance of both agents and center operations using data from all areas of the center and outside sources, such as financial data.
- Educate agents to continuously improve customer interactions by reviewing specific interactions across every channel (calls, email, web chats) and capturing quality metrics.
- Use alarm-based notifications to ensure proper response to customer impacting issues.
Syntellect CIM provides voice, voice mail and email service for up to 20 concurrent users in its basic configuration. Web and/or fax services, additional users, sites, locations and advanced options for speech recognition and voice recording are available as add-on components.
Visit the Contact Center Resources section to discover more about Syntellect's customer interaction management solutions, whitepapers, case studies, articles and other information about the contact center industry.
Partial list of Syntellect's customer support clients:
