Syntellect's Offering

The Syntellect suite of CIM solutions are distributed around the globe by a network of world-class, regional, national and global interaction solution providers who offer the Syntellect solution as part of their strategic product portfolio.

As a member of the Global Partner Program, Channel Partners have the opportunity to leverage Syntellect's vast expertise in delivering innovative interaction/call center solutions and gain access to marketing, support and training programs that enable customers to transform their customer relationship strategies by extending the boundaries of customer interaction technology within their enterprise.

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About Syntellect

Company Overview
Areas of Expertise

Product Overview

Syntellect CIM
Syntellect Voice Platform

Other Syntellect Offerings

Survey Manager
MediaVoice

About the Syntellect Global Partner Program

Global Partner Program Benefits
Business Development and Marketing Support
Technology Support and Skills Development
Partner Eligibility and Requirements>

Joining the Global Partner Program

Becoming a Member
Contact Us

About Syntellect

Company Overview
Syntellect is a division of Enghouse Systems Limited, a publicly traded Canadian based software and services company founded in 1984. Enghouse shares are traded on the Toronto Stock Exchange (TSX) under the symbol “ESL”.

At Syntellect, we help our clients 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 more than twenty years of pioneering leadership and thousands of solutions deployed globally, Syntellect is a premier provider of enterprise-class contact center solutions for the high-technology, financial services, help desk, utilities, government, and consumer products industries.

Syntellect has over 200 employees and serves more than 2,000 clients worldwide. Among those customers are leading companies: Symantec, Juniper Networks, eBay, IBM, HSBC, Nokia, BMC Software, Fujitsu, Shell, ABN-AMRO Bank, Business Objects, and BMW.

Syntellect, headquartered in Phoenix, Arizona, has additional offices in North America, United Kingdom and India.

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Areas of Expertise
The core of Syntellect’s platform is an advanced management engine that enables the Contact Center to fully control a universal queue of customer interactions of all types, including inbound/outbound telephone and Interactive Voice Response (IVR), voicemail, email, web chat, web transactions, fax, and agent tasks. This fully-featured contact center offering integrates seamlessly into a firm’s business environment, and connects existing Customer Relationship Management (CRM) solutions, and other back-office applications, with the contact center, to give the firm and its agents a complete view of customer interactions. The platform delivers true site-independent universal queuing of all communication types across multiple contact centers, routing them to the most appropriate resource available.

Syntellect provides a single source for systems implementation and ongoing life-cycle support through our professional services organization. Our team of skilled professionals can assist with project management, application development, installation, integration, and system optimization. We offer complete helpline, warranty, and maintenance services, as well as education and mentoring options. For our North American customers, we also operate a transaction-based hosted services center. We offer complete application outsourcing, disaster recovery, overflow, and managed services to complement our on-premise offerings.

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Product Overview

Syntellect CIM
Our comprehensive live and self-service solution, Syntellect CIM (Customer Interaction Management), is designed to empower contact centers to provide the best mix of automated and live assistance with the flexibility to adapt to changing needs and conditions. Able to integrate with packaged, off-the-shelf products, modular tools and custom applications, Syntellect CIM is designed to increase customer satisfaction and decrease customer service costs. Incorporating a holistic approach to service, all communication channels —including self-enabled services, inbound and outbound voice, web chat, web mail, fax and email — benefit from this unified approach to service. Furthermore, through integrations with call recording and workforce management solutions, Syntellect CIM becomes a key component in a fully-optimized contact center.

Syntellect CIM is switch independent to support legacy PSTN switches as well as the latest IP technology, in both blended and singular environments. The architecture is extensible to allow for multiple site/unified management operations for enterprises that provide “follow the sun” customer service.

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Syntellect Voice Platform
The Syntellect Voice Platform (SVP) is a distributed software platform that acts as a voice portal for self-service applications developed in either VoiceXML or Java. SVP provides a framework on which packaged or customizable speech and touch-tone applications can be developed, deployed, and managed. With SVP, your organization can offer real-time, personalized, self-service access to data, applications, and enterprise transactions through speech-enabled or touch-tone interfaces.

SVP supports multiple feature options, including inbound and outbound telephony (voice, touchtone, and fax), host integration, advanced speech recognition, and text-to-speech. SVP also includes extensive interface capability and reporting options, as well as a standard set of application development, administration and management tools.

Built on an open, scalable, standards-based framework, SVP forms a unified foundation for many different types of enterprise interactions. The standards used in the self-service framework include VMXL 2.0, Java and J2EE, VOIP (H.323 and SIP), MRCP, ODBC and more.

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Other Syntellect Offerings

Survey Manager
Survey Manager is an application that compliments CIM by enabling the contact center to offer surveys to its customers upon completion of agent interaction. Both voice and web/email surveys are supported, and the product is flexible to support customized rules to govern who receives a survey, what questions to present, and possible escalations based on their answers. Reporting and data extraction is included.

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MediaVoice
MediaVoice is a specialized arm of Syntellect that provides voice talent, voice recording and audio recording services that are unmatched in the industry. MediaVoice's experts work closely with you during the design and development of your customer’s contact center solution to achieve the best results for branding and usability. MediaVoice also offers Promotions On Hold to help your clients take advantage of opportunities to educate and inform their customers while they are waiting to be serviced. Our combined team of speech services professionals and voice recording experts can guide your clients’ marketing, IT and CRM professionals to unify their self-service and live service through services that include:

Application design
Prompt writing
Language/culture translations
Standard or custom personas
Voice talent in English and many other languages

About the Syntellect Global Partner Program

Global Partner Program Benefits
Syntellect provides a number of services within the Global Partner Program to help our membership drive success in our complementary markets. Business development services provide your company with sales assistance, co-marketing support, and promotion initiatives aimed at increasing opportunities for your organization. Access to Syntellect’s marketing information resources also provides our Partners with significant industry advantages for positioning and adding value in our focus markets.

Technology support services are designed to ensure your employees are knowledgeable and skilled regarding our products, and that the education process is ongoing as technology evolves. Access to our product, support, and training resources helps your organization develop the skills required to work with our products.

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Business Development and Marketing Support
Members of the Global Partner Program work with Syntellect in the generation of a business development plan in relation to marketing, selling, and supporting Syntellect products. As an Global Partner Program member, your organization will have access to exclusive Syntellect sales tools and market intelligence via our Partner Web Portal.

Your organization will be promoted to the Syntellect community of customers, prospects, partners, and employees. Each Partner Program member will receive a free listing on our Web site. Syntellect also offers co-operative programs which are geared toward helping you reach our community through direct mail, seminars, and other joint-marketing opportunities. Syntellect may choose to participate jointly with Partner Program members in trade show opportunities. Syntellect also makes resources, such as marketing collateral and sales support, available to partners upon request and subject to availability. Global Partner Program members are encouraged to use the Partner Program logos to build recognition for your organization.

Your organization may use them on corporate materials such as business cards, marketing collateral and your company Web site. Syntellect will support the Partner Program with co-marketing activities which may include joint press activities, conference or trade shows, sales seminars, advertising, Internet marketing, direct mail campaigns, and co-promotion opportunities. The Partner Program also contains a Market Development Fund component in which Syntellect will contribute 2-5% of the partner’s annual revenue towards programs, education, and similar, in order to promote further growth.

Each Partner Program member will be assigned a contact to help your organization identify, develop, and close sales opportunities for Syntellect solutions. Syntellect will work in conjunction with the member organization to develop a business plan to support your organization from an operational, sales and marketing perspective throughout the year. Sales Support may vary by Region and member activity. You may contact the Partner Program administrator at any time for assistance.

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Technology Support and Skills Development
Each Global Partner Program member will receive a Not-For-Resale evaluation copy of appropriate Syntellect products for testing and demonstration purposes. The license copy your organization receives will correspond to the products you are authorized to sell and/or support.

Your organization will be entitled to maintenance for the evaluation product, which will enable your organization to receive software upgrades. Partner Program members will also have the opportunity to purchase Syntellect products for internal use at a discount.

All Partner Program members will be required to participate in training and information sessions to develop your organization’s technical knowledge of the Syntellect products you sell and/or support. Technical training and certification requirements may vary by product focus. In order to maximize your ability to work with the leverage value from Syntellect, all NFR copies of the software will be delivered once technical training of the appropriate number of employees has taken place.

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Partner Eligibility and Requirements

Ideal Partner candidates include:

IP telephony system integrators who have a track record of selling into call center environments of firms in the SME and large Enterprise markets.
Organizations with suitable technical and financial resources to allocate a team of sales and technical individuals to implement a test and demonstration environment, and actively sell complex solutions.
Established IP PBX equipment manufacturers who wish to add value to their current offerings and desire to expand into Syntellect’s targeted global markets.

Partners will be expected to:

Have an industry background in telephony and CIT/CRM solutions.
Create a business plan around Syntellect products to execute upon.
Have suitable financial credentials.
Have established partnerships with other product vendors
Allocate dedicated sales representatives to selling this technology.
Provide installation, training, and post-installation support of Syntellect products.
Be able to effectively demonstrate Syntellect products to their prospective customers.

Requirements:

Annual Program fee of $5,000
Minimum two technical staff receive certified training (one may receive training via the Web)
Minimum two staff received certified sales training. (This training may be accomplished via the Web)
Meet agreed semi-annual and annual revenue targets. These are established based upon regional market characteristics.
Regular periodic activity and sales pipeline updates
Maintain ethical business practices Maintain ongoing business development and sales activities to grow the business
Support Syntellect customers in your market

Joining the Global Partner Program

Becoming a Member
Becoming a member of the Syntellect Global Partner Program is simple. The first step is to complete our Partner Program application form and Confidentiality Agreement. You will then be sent a Syntellect Global Partner Program Welcome Kit and Legal Agreement. You must sign and return two original copies of the Legal Agreement to the contact as indicated in your Welcome Kit. Full details of the program requirements will be included as part of this Agreement. Upon acceptance into the Syntellect Global Partner Program, you will be contacted by your Partner Manager regarding subsequent steps in the relationship.

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Contact Us
For questions and comments:

Global Partner Program
Syntellect, Inc.
1-800-788-9733 & Say “Partner Program”
gpp@syntellect.com

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