syntec.co.uk Cloud services for efficiency & customer service

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1 Cloud services for efficiency & customer service Syntec offers a comprehensive suite of services which enable you to manage all aspects of your contact centre efficiently and cost effectively. The reliable, feature-rich and low cost AgentCall system allows you to improve efficiency and expand your contact centre with ease. Market-leading reporting capability lets your contact centre managers know exactly what s going on in the contact centre at all times, including homeworkers and multi-sites. Reliable and flexible network-based queue management systems help you keep abandoned calls and disgruntled customers to a minimum. A cost-effective call control solution enables you to re-route and re-point numbers throughout your network of contact centres and homeworkers. Missed call alerts send you an within minutes of a missed call, so your customer care staff can ring back straight away and repair the damage. Syntec s IVR system enables you to automatically identify and segment callers and prioritise, direct or divert their calls to the appropriate agent, whether onsite or remote. Our outbound dialler technology is fully compliant with Ofcom regulations and enables you to coordinate single or multiple outbound call campaigns efficiently. We also offer a range of products designed to help you measure the effectiveness of your marketing. syntec.co.uk

2 Hosted contact centre management solutions Syntec s reliable, feature-rich and low cost AgentCall system allows you to improve efficiency and expand your contact centre with ease. The system is cloud-based, so offers you complete flexibility and reliability without the need to invest in any new hardware. AgentCall enables you to manage and distribute inbound and outbound calls, web chats, SMS messages and s throughout your contact centre network including to outsourced, remote and home workers. Agents log in to the system via their web browsers you don t need any additional hardware or software. Once logged in, agent status is visible to managers and agents can update their availability from within their browser. Agents status histories act as live timesheets and give managers an instant overview of the whole contact centre. Set up costs are minimal and AgentCall has a no-commitment, pay as you go fee structure. You re charged per agent per month, so you can easily scale up or down as your business needs change. Live updates and call details for real time results Live monitoring of agent status Assign calls based on agent availability or skills Supervisor monitoring of calls Share inbound calls between home workers and contact centre Cost effective with low annual overheads Reporting unrivalled insight into your telecoms activity Syntec offers market-leading reporting capability so your contact centre managers know exactly what s going on in the contact centre. You can track both inbound and outbound activity and get real-time statistics on call status, agent information, queue details, missed calls, call origination and much more. Our reports are completely configurable and customisable, so your managers will have all the information they need in order to monitor staff workloads and ensure effective call management. Reports can be configured to individual or job function level to ensure data security. All access to the system is centrally logged and permissions can be set at an individual user level so each person only has access to the data that they need. You have complete flexibility over how you want to display your data and the intuitive reporting facility is easy to navigate. A range of pre-defined reports are built in and you can also create tailored reports or views that are specific to your needs. Data can be displayed visually in graphs or charts, or you can download it for use in another package or presentation. Wide range of pre-set reports for immediate use Views, reports and fields all completely customisable Secure data access through security permission settings Real-time information feeds Campaign-level information gives marketing insight Export data for manipulation or presentation Reports can be branded with your logo

3 Queue management real-time views of your network call queues Syntec offers you reliable and flexible network-based queue management systems you need to keep abandoned calls and disgruntled customers to a minimum. Queue settings can be configured to your particular requirements in terms of how long a caller has to wait or how many people need to be in the queue before an alternative routing option is triggered. The system operates via a simple online interface which gives your managers the real-time queue information needed to monitor call volumes and queue length. Queue views are completely customisable. You can view single or multiple queues, across one site or many. You can chose which fields you want to see and set alerts, for example to notify you when the number of callers waiting reaches a certain point. You can also display real time queue information to agents in your contact centre via a plasma screen. Real-time information across single or multiple queues Flexibility to customise queue information views Branded queue data displays available Automatic alerts when queue volumes exceed set limits Automatically trigger re-routing when volumes are high Our queue management system is network-based. This means queue management is instantly scalable and you can implement it into your contact centre without the need for any additional lines or ISDN channels a significant cost saving. It s priced on a per-seat basis and we don t charge for holding the queue on our network, only for the queue view capability, making it extremely cost effective whatever the size of your organisation. Call control real-time call monitoring and routing Diverting calls quickly minimises queues, missed calls and hang ups and offers better service to your callers. Syntec offers a cost-effective call control solution enabling you to re-route and re-point numbers throughout your network of contact centres, including to homeworkers and outsourcers. Calls are re-routed quickly so you have the flexibility to accommodate variations in agent availability and fluctuations in traffic levels. Call control also offers you disaster recovery capabilities in the event of a problem, calls can be re-routed at the touch of a button, providing you with high levels of resilience. Out of hours you can route calls to designated voic services or automatically direct callers to alternative contact centres. If traffic exceeds a pre-set level, you can interrupt incoming calls with a voic encouraging callers to leave a message. An alert with the message included is then sent to your agents. Our call control system offers you complete flexibility in how you want to deal with calls. Geographic routing can automatically send callers to their nearest branch. Ratio weighting allows for calls to be split appropriately between different locations to match available resources. Mid call transfers can be carried out across the network, quickly and easily. Full integration with IVR network Minimal set up time and cost Voic interception and out-of-hours support Missed call alerts Divert and mid-call transfers Automated time or ratio call distribution Swift re-routing to maximise call centre up-time

4 Missed call alerts real-time information when you need it most Missed calls mean lost business and wasted marketing spend. Syntec s missed call alert sends you an within minutes of a missed call, so you can ring back straight away and repair the damage. Sometimes a missed call may indicate that there s a problem with your phone lines our missed call alert lets your telecoms manager know there s a problem whilst keeping your customer care team up to speed with everyday issues. If you re also using Syntec s IVR service then you can set up alerts to tell you when a caller abandons a queue and how long they were waiting for before they gave up. Cost-effective and scalable call recording Real-time alerts Fully configurable by number Multiple recipients Alternate recipients on fault Optional SMS alerts on fault (charged on a per message basis) Fixed monthly fee Call Record is Syntec s cost-effective network-level solution that monitors and records your inbound and outbound calls, including home users, branch offices and even temporary locations. You can listen to calls remotely from any location using a secure web connection. A simple drag and drop interface enables you to control access to recordings and change permission settings quickly and simply. You can also benefit from free archiving of recordings for 12 months using a dual archive system which removes the risk of data loss. Full time call recording has traditionally been expensive, requiring investment in expensive hardware to ensure recording quality. With Syntec that s not the case as our call recording solution operates at network level. This means that it works with your existing telephony system and doesn t require any capital expenditure, making it flexible, scalable and cost-effective. AgentCall works with your existing infrastructure or integrates with Syntec s hosted IVR service Using Syntec s IVR system, you can automatically identify and segment callers and prioritise, direct or divert their call to the appropriate agent, whether onsite or remote. Syntec s IVR solutions offer you complete control over your system in a live web-based environment. This gives you the flexibility you need to respond quickly when things change, for example to deal with unexpected staff shortages, load balancing between call centres or disaster recovery.

5 Outbound dialler solutions Tracking and analytics measure your marketing Our outbound dialler technology is fully compliant with Ofcom regulations and enables you to coordinate single or multiple outbound call campaigns efficiently. The progressive dialler only makes a call when an agent is free. The click to call preview option allows agents to initiate calls and review the customer information feed first. Agents can be moved between inbound and outbound call groups at the touch of a button, enabling you to handle traffic peaks and maximise agent productivity. Syntec offers a range of products designed to help you measure the effectiveness of your marketing, all of which integrate with AgentCall. The ResponseTrack call tracking and analytics solution enables you to attribute your telephone calls and sales to your customers website visits. This means you can better understand how your marketing works in order to optimise your marketing spend and maximise ROI. When a website visitor calls your contact centre, ScreenView can present the agent with real-time data relating to the caller s web session, from which pages were viewed to which products were searched for. You can also route calls intelligently based on what you know about callers interests from their web behaviour. After-call surveys allow your callers to stay on the line at the end of a call to express their satisfaction and views.

6 About Syntec Syntec was established in 1998 as an independent Ofcom-regulated network operator and now provides a wide range of integrated telecommunications and contact centre management services to businesses, public sector organisations, service providers and resellers throughout the UK and internationally. We operate our own switches, transmission equipment and cloud services across a very resilient high capacity network, handling over 80 million minutes of calls every year. All our systems and services have been developed in-house by the same team of expert engineers and developers who deploy and maintain them and our customers can contact us for help and support 24 hours a day, seven days a week. We work closely with our clients to ensure that our products meet their needs. Because our products are all developed in-house we can develop new applications extremely quickly in response to our customers changing requirements. Syntec operates to % target up time and performance. Our range of fully supported services includes: Comprehensive management of inbound and outbound calls Flexible numbering, automated call distribution and IVR Line rental and SIP trunks Network-level call recording Live monitoring and management of agents and home workers Flexible queue management for the control of call queues Real-time web reporting for management information After-call surveys to capture customer feedback and respond quickly Linking website visitors with telephone sales and enquiries PCI DSS solutions for card payment by phone, to de-scope your contact centre and call recordings from the regulations and audit requirements TM 003 FS BSI Certified to ISO Our clients include: w syntec.co.uk t e