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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.
Seamlessly transfer all or some of your customer data from Contact Centre to the Synthesis CRM modules and vice versa.
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.
Streamline your incident and support ticket traffic flow through an in-built incident and escalation management feature.
Respond to customer queries in a timely manner through a live chat support.
manage and respond to inbound contacts across different channels such as voice, email and messaging from one integrated solution.
Log calls for future reference including call time, Caller IDs, countries of origin, agents assigned to the call and more.
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.
Get a quick overview of important performance metrics of the contact centre in real time. Monitor queues, call duration, incident response time and more.
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.
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.
Rapid and relevant responses to customers across all channels
Robust system architecture and secure cloud computing environment ensures high availability and enterprise-grade security for your data.
Synthesis technology can scale-up as your operations and teams grow with no need for expensive IT architecture upgrades.
The power of CRM data seamlessly integrated into your call centre. Reduce message queues and route calls intelligently according to customer data.
A cloud environment eliminates significant upfront capital investment in IT server infrastructure.
Mobile-ready applications give the flexibility of managing your workforce anytime and anywhere through phones and tablets.
Security upgrades and version updates happen automatically in the background, meaning you will always be up-to-date.
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