SYNTHESYS

Additional features

Synthesys™ Apps (Modernized Call Scripting)

Moves beyond rigid scripts to provide interactive "scripted apps" that guide agents through optimal call navigation, empowering them with information and flexibility.

Visual Scripted App Creation (Synthesys Interaction Studio)

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).

Unified Agent Desktop

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.

Powerful Integration Capabilities

Connects to various data sources (CRM, databases, etc.) to pre-emptively present relevant information to agents and automate data entry across systems.

Process Automation

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.

Improved First Contact Resolution (FCR)

By guiding agents through best practices, Synthesys helps achieve better outcomes and resolve issues on the first call.

Enhanced Agent and Customer Experience

Removes friction caused by disjointed systems, allowing agents and customers to focus on the conversation. This leads to more positive interactions.

Increased Agent Productivity

Streamlines conversations and automates administrative tasks, freeing up agents to handle more calls and spend more time engaging with customers.

Reduced Average Handling Time (AHT) and After Call Work (ACW)

By automating tasks and providing quick access to information, Synthesys minimizes the time spent on each call and post-call processes.

Optimized Call Flows

Guides agents through logical steps, ensuring consistent and efficient handling of each interaction.

Key Components & Functionality

Call Navigation Maps

Defines the optimal path for agents to follow during calls, ensuring consistent and effective handling of various scenarios.

Logic and Branching

Allows for dynamic call flows based on customer input and other factors, adapting the conversation to individual needs.

Data Presentation

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.

Post-Call Workflow Automation

Automates tasks performed after a call, such as updating records, sending follow-up emails, and triggering other processes.

Value Proposition

More Effective Interactions

Guides agents towards best practices for improved customer outcomes.

Improved Agent and Customer Experience

Creates smoother, more focused conversations.

Greater Agent Productivity

Frees up agent time through automation and streamlined processes.