Voice

Intelligent management for voice communications

Syntellect's Apropos platform manages every aspect of voice communications in your call center.

Apropos handles inbound calls, outbound calls, voice mail, and abandoned calls, and supports traditional PBX, Centrex, or VoIP environments.

The solution uses your data to define customer value or request urgency, and prioritizes every inbound or outbound call based on your business rules.

The Apropos platform utilizes IVR, CTI, intelligent routing, and management tools to provide cost savings through self-service and agent productivity, and increased customer satisfaction through lowered abandon rates and decreased time-to-resolution.

Key Capabilities:

Interactive Voice Response (IVR) provides customer identification and self-service options for frequently asked questions
Intelligent Data-directed Routing increases first call resolution by directing the call to the right person
Computer Telephony Integration (CTI) links to existing enterprise applications to optimize productivity with real-time screen pops and other productivity tools
Queued Voice Mail routes messages to a skill group rather than an individual to decrease follow-up time
Abandoned Call Management lowers abandon rates by offering self-service options and callback options
Voice Recording and Quality Monitoring ensures rapid quality assurance or problem resolution via flexible recording of calls
Reporting and Performance Monitoring provides visibility to all levels of management and empowers rapid decision making
Prioritization Rules and Visual Queuing enables timely response to the most important customers and agent empowerment to handle known customers