ShoreTel +Syntellect's Enterprise Call Center Solutions

The core of Syntellect's platform is an advanced management engine that enables you to fully control a universal queue of customer interactions of all types, including 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 your business environment, and connects existing Customer Relationship Management (CRM) solutions, and other back-office applications, with your contact center, to give you and your 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 that is available.

Syntellect's platform enables your agents to become proponents of high-value customer interactions. Equipped with access to customers through multiple channels, complete interaction histories, comprehensive customer account information, and quality service data, your agents can respond promptly and facilitate seamless escalation between qualified channels if necessary. Agents are provided with a consolidated view of all customer interactions, giving them the knowledge and tools to effectively handle any customer inquiry.

Along with the traditional multi-channel interactions, Syntellect's platform supports Tasks - activities associated with, or independent of, standard interactions into or out of the contact center. Tasks can be generated by events within the platform or externally (i.e. CRM applications or workflow solutions) and placed in queue just like any other interaction, such as a call or voicemail. Tasks let the system accurately track the content and time of any agent activity, in a central location.

The platform provides web-based administration, real-time monitoring, and a comprehensive decision management system, that allows you to create a complete, customizable picture of how your customer interactions are handled. This gives you the knowledge and tools to make necessary changes to optimize your contact center.

For organizations looking for deeper integrations, Syntellect provides Software Development Kits (SDKs) and APIs to support embedded integrations with partner products, and custom enhancements for customer deployments.

With the power of Syntellect's Customer Interaction Management platform, you will be able to optimize operational efficiency, continuously improve agent performance, reduce costs associated with customer interactions, increase revenue, and ensure customer loyalty and branding.