Introduction
With a contact centre, healthcare providers can improve their relationships with patients as they offer them a more efficient service when calling, messaging, emailing, or leaving a voicemail, thus increasing the possibility that they are quickly assisted and not ignored.
Benefits Highlights:
- Enables automation of point of contact interactions.
- Offers virtual concierge service to set appointments, take requests, and invite personnel.
- Allows automation of inbound contact management for patient queries.
- Offers and omni-channel gateway to communicate with patients.
Industry Related Benefits
- Healthcare providers can use Contact Centre solutions to automate point of contact interactions with transparency and full compliance.
- Medical reps can use the system as a virtual concierge service to set appointments, take requests from clients, invite healthcare professionals to meetings and more.
- Healthcare centres can automate inbound contact management for patient queries about health plan coverage, enrolment and requirements.
- Synthesis Contact Centre offers an omni-channel gateway to communicate with patients, providing personalised support and improve patient outreach and follow-ups.
Introduction
Financial institutions have a strong client facing front and this is why they require a good contact centre application such as Synthesis Contact Centre, which helps them improve their efficiency, productivity, and client relationships.
Benefits Highlights:
- Allows more client interactions to become automated, alleviating time and costs.
- Assists with the optimisation of customer-facing services.
- Encourages more productivity and workflow automation.
- Allows financial institutions to improve the relationship with their clients.
Industry Related Benefits
- Financial service providers will increasingly be using IP-based communications especially within contact centres for improving on branch services and creating more personalised consultations. As more people become acquainted with self-services, more client interactions can become automated, alleviating time and costs from customer centres.
- Synthesis Contact Centre can be a very important asset to financial services, especially when it comes to optimising the customer-facing services and building more trust and credibility.
- More productivity and workflow automation can be achieved, for instance, when preparing calls ahead of time, through reminders and notifications, and by providing self-service options to clients with regard to basic transactions.
- A contact centre would allow banks and other financial institutions to improve the relationship with their clients as they can be contacted through various channels at any time, making it more likely that clients will be assisted quickly and efficiently.
Introduction
Synthesis Contact Centre is advantageous for customer-centric businesses such as those within the retail industry, since it provides a point of interaction through which customers can reach a business via different channels of communication.
Benefits Highlights:
- Offers versatility of omni-channel support for your customers.
- Offers customers more self-service options and frees up more man hours.
- Provides freedom to manage inbound contacts together with other channels from one single interface.
- Seamless integration with other Synthesis applications.
Industry Related Benefits
- Synthesis Contact Centre offers the versatility of omni-channel support where customers can reach your business via different media, such as voice messages, email, chat messages, and tickets.
- Customers have more self-service options, especially for simple questions and repeat issues, so more man hours are freed up for agents to focus on issues that require human interaction.
- Synthesis Contact Centre gives retail outlets the freedom to manage inbound contacts together with other channels from one single interface and the ability to switch over from one channel to another.
- Contact Centre integrates seamlessly with other Synthesis applications, such as the CRM modules, giving retail chains and outlets the possibility to have rich information about their customer contacts and respond in a more contextual, targeted and personalised way, thus increasing sales opportunities and customer satisfaction.
Introduction
Manufacturers who have direct touchpoints with consumers via points of sale can take advantage of the benefits offered by Synthesis Contact Centre’s omni-channel features, which aid manufacturing businesses to be more efficient and successful in their client facing interactions.
Benefits Highlights:
- Allows businesses to offer a customer service through omni-channel communications.
- Sends out automated order and fulfilment notifications via voice or SMS.
- Seamless integration with other Synthesis applications.
- Allows businesses to focus on operational areas and manufacturing units.
- Reduces costs associated with warranties and repairs.
Industry Related Benefits
- Offer a customer service through omni-channel communications and enable first call resolution by smartly connecting customer queries with the right expertise or skill.
- Improve brand reputation and customer satisfaction by proactively sending out automated order and fulfilment notifications via voice or SMS.
- Integrate seamlessly with Synthesis CRM modules and get a 360-degree view on customers, thus building customer intelligence, in order to be able to respond and communicate more effectively based on the needs and preferences of particular customer segments.
- Through the information gained via the contact centre, a business can focus on having operational areas and manufacturing units pinpoint and fix quality problems, leading to increased customer satisfaction and a reduction in costs associated with warranties and repairs.
Introduction
Synthesis Contact Centre was designed to help organisations manage their customer services with a full spectrum communication solution in a single, cost effective, cloud-based platform. This helps build and strengthen business and customer relationships while increasing the efficiency and productivity of customer service agents.
Benefits Highlights:
- Enables seamless management of omni-channel inbound contacts.
- Allows automation of certain tasks and processes.
- Aids businesses in managing customer support centres in different geographical time zones.
- Aids businesses in improving their forecasting of possible issues and their resolutions.
Industry Related Benefits
- Turn your customer service call centre or front desk into a contact centre with the flexibility of seamlessly managing omni-channel inbound contacts such as email, voicemail, chat or calls.
- Streamline your customer services workflow by automating certain tasks and processes such as answering commonly asked questions or putting through a query to the right product owner, while freeing up call capacity to accommodate other queries that require human interaction.
- Manage customer support centres in different geographical time zones more effectively by using single numbers that redirect automatically to other locations depending on the time of day or origin of call and language preference.
- Gain greater customer insights through the various channels via which your customers can contact you, thus improving your forecasting of possible issues and their resolutions.
Introduction
The private sector highly focuses on citizen services and how to administrate them in the best way between different communication channels and points. Synthesis Contact Centre helps manage them all from one integrated and secure platform and encourages better accountability and efficiency through self-service options such as checking an application status.
Benefits Highlights:
- Simplifies and streamlines government citizen services across different communication channels and touch points.
- Aids government agencies in setting up their communications and citizen-facing services.
- Reduces call queues and wait time while improving citizen perception of the services.
- Consolidates and combines data from multiple sources and shows them all together in one program.
Industry Related Benefits
- Simplify and streamline government citizen services across different communication channels and touch points such as phone, voicemail, messaging and email, all from one integrated and secure platform that is scalable without requiring extra budgets and IT investment.
- Contact Centre can help government agencies to set up their communications and citizen-facing services through better accountability and efficiency. Provide a range of self-service options such as, for example, applying or checking in on the status of an application, social services, or eligibility for a particular programme.
- Route citizen queries to the right public service department through Interactive Voice Response (IVR) and smart route calling. Reduce call queues and wait time while improving citizen perception of the services.
- Especially in governmental contexts, all kinds of contacts and further information need to be available at any time. Contact Manager consolidates and combines data from multiple sources (Voice, Email, IVR, Chat) and shows them all together in one program to give a useful overview.
Introduction
Synthesis Contact Centre is useful for improving customer perception and quality of services, as well as saving additional costs. It enables businesses to manage large volumes of incoming requests, bookings, reservations etc. and helps to integrate complaints from multiple contact channels into only one cloud-based solution. Another smart way of improving customer relations is to share rich customer data between other Synthesis products, such as CRM, in order to be able to use it in various efficient ways. The simplification of customer inquiries, such as cancellations or rescheduling of updates, can be managed easily through the setting of automatic updates via calls or SMS.
Benefits Highlights:
- Provides businesses an edge over competitors in terms of customer perception and quality of service.
- Offers flexibility and scalability for businesses to efficiently manage large volumes of inbound customer queries and complaints.
- Integrated back and front office business operations.
- Simplifies and automates various customer points of interaction.
Industry Related Benefits
- Cloud-based contact centres are an increasingly important point of business focus as organisations are under pressure to keep low operational costs while having an edge over competitors in terms of customer perception and quality of service.
- Synthesis Contact Centre provides transport companies and operators the flexibility and scalability to efficiently manage large volumes of inbound customer queries, bookings, reservations, and complaints from multiple contact channels integrated into one cloud-based solution.
- Integrate back and front office business operations through sharing rich customer data between other Synthesis products such as CRM.
- Simplify and automate various customer points of interaction such as cancellations and rescheduling updates, booking confirmations, itinerary information and customer satisfaction surveys, while also being able to send automatic updates via calls or SMS.
Introduction
Many hotels are looking for the right method or tools to have additional help administrating incoming emails and calls effectively in order to have all guest requests answered in time. Synthesis Contact Centre provides just one unified console to streamline workflow and integrate multiple offices at the same time. It can be also adapted to hotel chains with geographically different locations because bookings from various time zones and languages can be managed within the same cloud environment to improve quality effectively. Contact Centre also helps to avoid repetitive data entry, overbookings and gives more visibility to potential guests who consider booking.
Benefits Highlights:
- Efficiently manages all inbound and outbound communication within a unified console.
- Streamlines workflow and integrates back office and front desk operations.
- Can be set up in different geographical locations to serve customers from any time zone and in different languages.
- Allows hotels to manage reservations by room location.
- Eliminates the need for repetitive data entry, reduces overbookings, and increases visibility.
Industry Related Benefits
- Some hotel chains and resorts handle thousands of calls and email queries a day from their reservations department and front desks. A contact centre provides an optimal solution to efficiently manage all inbound and outbound communication within a unified console that streamlines workflow and integrates back office and front desk operations.
- Contact centres can be set up in different geographical locations so as to handle bookings 24/7 from any time zone and in different languages, with the advantage of operating within the same cloud environment for a fully integrated and smooth business flow.
- Synthesis Contact Centre includes a specific hospitality module that allows hotels to manage reservations with the ability to filter by room location. Each room that is taken is tagged with the guest’s name filtered by room location. A graphical display of reservations and room availability allows the user to manage manually with drag and drop to allocate rooms to specific guests.
- The tool helps to eliminate the need for repetitive data entry, reduces overbookings, and increases your visibility for more potential guests. Contact Centre gives each user the tools to streamline online booking processes and manage your room inventory and dynamic rates.
