About SYNTHESYS
SYNTHESYS is a workforce improvement software from Noetica that assists in managing and improving agent performance. It combines call recording, performance analytics, and real-time coaching so managers can ensure quality service delivery. The platform provides insights into agent behavior and operational efficiency, allowing for data-driven decision-making. SYNTHESYS also supports customized reporting, which enables organizations to track key performance indicators over time. Key capabilities: call recording performance analytics real-time coaching customized reporting operational efficiency Best for: contact center managers that need to monitor and improve agent performance.
Synthesys by Noetica is an advanced CRM software tailored for contact center operations, designed to streamline agent workflows and enhance customer interactions. Its primary purpose is to empower contact center managers and agents by providing dynamic scripting, intuitive interfaces, and robust data handling capabilities. The platform focuses on improving efficiency and consistency in customer communication, making it ideal for diverse roles, from agents to directors managing large-scale operations. With deployment options available through Cloud, SaaS, and web-based environments, Synthesys offers flexibility and scalability for contact centers of all sizes. The user interface of Synthesys stands out for its clean and structured design, enabling seamless navigation for users of all technical proficiencies. Agents benefit from intuitive desktop scripting tools, which guide them step-by-step through customer interactions. These dynamic scripts adapt in real-time based on the context of the conversation, reducing errors and ensuring consistent communication. Managers and supervisors can easily customize these scripts to align with evolving business needs, further enhancing the platform’s usability.
Pros & Cons
- Adaptability: The software is adaptable to changing needs and requirements.
- "Update on the fly": This suggests that updates and changes can be implemented quickly and efficiently, minimizing disruption to operations.
- Strong at developing new functionality with tested release cycles: This indicates that the vendor is committed to ongoing development and ensures quality through testing.
- Good CRM solution with CTI Integration: It effectively integrates with Computer Telephony Integration systems, which is crucial for call centers.
- Good OB (Outbound) functionality: It has robust features for outbound calling campaigns.
- Some limited functionality: The reviewer mentions "some limited functionality," but doesn't specify which areas are lacking. This is the main con mentioned.
- Ease of Use Rated 3/5: While not explicitly stated as a "con" in the text, the ease of use is rated lower (3/5) than other aspects like features (5/5) and customer service/value for money (4/5). This suggests that the software might not be the most intuitive or user-friendly.
Features
Key features
Guiding agents through optimal call navigation maps, providing information when needed, and empowering them to focus on the conversation. This is presented as a modern alternative to rigid call scripts.
A visual tool for creating scripted apps, defining logic and branching, and simplifying complex business logic.
Pulling data from multiple sources and presenting it to the agent in a unified desktop, synchronized with the call flow.
Automating tasks like data entry and post-call workflows to free up agent time and reduce errors.
Removing friction caused by disjointed systems, allowing focus on the conversation.
Streamlining conversations and automating administrative tasks.
Additional features
Moves beyond rigid scripts to provide interactive "scripted apps" that guide agents through optimal call navigation, empowering them with information and flexibility.
Offers a visual, drag-and-drop interface for designing call flows, logic, and branching, simplifying complex business logic and promoting intuitive design. (Request a demo for a visual understanding).
Integrates data from multiple sources into a single, synchronized view, providing agents with all necessary information within the context of the call flow. This eliminates the need to switch between multiple applications.
Connects to various data sources (CRM, databases, etc.) to pre-emptively present relevant information to agents and automate data entry across systems.
Automates tasks like data entry, post-call workflows, and system updates, reducing agent workload and improving efficiency. This includes automating the posting of collected information back into the relevant systems.
By guiding agents through best practices, Synthesys helps achieve better outcomes and resolve issues on the first call.
Removes friction caused by disjointed systems, allowing agents and customers to focus on the conversation. This leads to more positive interactions.
Streamlines conversations and automates administrative tasks, freeing up agents to handle more calls and spend more time engaging with customers.
By automating tasks and providing quick access to information, Synthesys minimizes the time spent on each call and post-call processes.
Guides agents through logical steps, ensuring consistent and efficient handling of each interaction.
Defines the optimal path for agents to follow during calls, ensuring consistent and effective handling of various scenarios.
Allows for dynamic call flows based on customer input and other factors, adapting the conversation to individual needs.
Presents relevant data from multiple sources in a unified and contextual manner, empowering agents with the information they need at each step of the call.
Automates tasks performed after a call, such as updating records, sending follow-up emails, and triggering other processes.
Guides agents towards best practices for improved customer outcomes.
Creates smoother, more focused conversations.
Frees up agent time through automation and streamlined processes.
Pricing
Countries & Languages
Interface languages
Billing currencies
No reviews yet
Be the first to drop a review
Alternatives to SYNTHESYS
Unleashified
Unleashified is a software platform from GFA Technologies that provides capable, flexible solutions for every…
Trembi
Trembi is a project management software from Trembi that supports teams in planning and executing…
Skynamo
Skynamo is a sales management software from Skynamo that supports field sales teams in managing…
Sense Talent Engagement Platform
Sense Talent Engagement Platform is a talent engagement software from Sense that supports recruitment and…
Spot something wrong or outdated?
Suggest a correction — a reviewer verifies every change.
About SYNTHESYS
SYNTHESYS is a workforce improvement software from Noetica that assists in managing and improving agent performance. It combines call recording, performance analytics, and real-time coaching so managers can ensure quality service delivery. The platform provides insights into agent behavior and operational efficiency, allowing for data-driven decision-making. SYNTHESYS also supports customized reporting, which enables organizations to track key performance indicators over time. Key capabilities: call recording performance analytics real-time coaching customized reporting operational efficiency Best for: contact center managers that need to monitor and improve agent performance.
SYNTHESYS Details
SYNTHESYS's In-App Market Place
Does SYNTHESYS have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD ($), CAD ($), JPY (¥), CNY (¥), INR (₹), MXN ($), BRL (R$), RUB (₽), ZAR (R), SGD ($), CHF (Fr)
Pros & Cons
- Adaptability: The software is adaptable to changing needs and requirements.
- "Update on the fly": This suggests that updates and changes can be implemented quickly and efficiently, minimizing disruption to operations.
- Strong at developing new functionality with tested release cycles: This indicates that the vendor is committed to ongoing development and ensures quality through testing.
- Good CRM solution with CTI Integration: It effectively integrates with Computer Telephony Integration systems, which is crucial for call centers.
- Good OB (Outbound) functionality: It has robust features for outbound calling campaigns.
- Some limited functionality: The reviewer mentions "some limited functionality," but doesn't specify which areas are lacking. This is the main con mentioned.
- Ease of Use Rated 3/5: While not explicitly stated as a "con" in the text, the ease of use is rated lower (3/5) than other aspects like features (5/5) and customer service/value for money (4/5). This suggests that the software might not be the most intuitive or user-friendly.
SYNTHESYS's Support Options
Email Address
enquiries@noetica.comContact
+44 (0)345 0181 070SYNTHESYS's Alternatives
Unleashified
Unleashified is a software platform from GFA Technologies that provides capable, flexible solutions for every…
Trembi
Trembi is a project management software from Trembi that supports teams in planning and executing…
Skynamo
Skynamo is a sales management software from Skynamo that supports field sales teams in managing…
Sense Talent Engagement Platform
Sense Talent Engagement Platform is a talent engagement software from Sense that supports recruitment and…
