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Some Product Feature Highlights

Synthesis Cloud Contact Centre simplifies and enhances the customer experience with flexible, reliable cloud-based options handling inbound, outbound and blended interactions seamlessly. This allows for up-to-date, personalized service to customers with ease and cost savings.

CRM Integration
CRM Integration

Seamlessly transfer all or some of your customer data from Contact Centre to the Synthesis CRM modules and vice versa.

Intelligent Call Routing
Intelligent Call Routing

Route inbound calls according to different criteria such as the client Service Level Agreement, CRM record owner, particular agent skills or role. Improve efficiency and reduce system latency.

Incident & Escalation Management
Incident & Escalation Management

Streamline your incident and support ticket traffic flow through an in-built incident and escalation management feature.

Live Chat
Live Chat

Respond to customer queries in a timely manner through a live chat support.

Omni Channel
Omni Channel

manage and respond to inbound contacts across different channels such as voice, email and messaging from one integrated solution.

Call logging
Call logging

Log calls for future reference including call time, Caller IDs, countries of origin, agents assigned to the call and more.

Conference Calling
Conference Calling

Quickly setup conference calls by allowing participants to dial-in a number and join in a conversation after authenticating themselves through a given pin code.

Real Time Metrics
Real Time Metrics

Get a quick overview of important performance metrics of the contact centre in real time. Monitor queues, call duration, incident response time and more.

Voicemail
Voicemail

Receive voicemail messages and have them transcribed and redirected to an email inbox. Also offer customers the facility to leave a voice message in times when all other channels are busy.

IVR functionality
IVR functionality

Reduce unnecessary agent time by prompting callers with pre-recorded messages and a set of actions such as dialling an extension number, leaving a voice message or selecting an option.

Key Benefits for your Business

Rapid and relevant responses to customers across all channels

Secure

Robust system architecture and secure cloud computing environment ensures high availability and enterprise-grade security for your data.

Scalable

Synthesis technology can scale-up as your operations and teams grow with no need for expensive IT architecture upgrades.

CRM Integration

The power of CRM data seamlessly integrated into your call centre. Reduce message queues and route calls intelligently according to customer data.

No Capex

A cloud environment eliminates significant upfront capital investment in IT server infrastructure.

Mobile

Mobile-ready applications give the flexibility of managing your workforce anytime and anywhere through phones and tablets.

Automatic Upgrades

Security upgrades and version updates happen automatically in the background, meaning you will always be up-to-date.

Contact Centre Reviews

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