Syndeo TalkCentre (IVR & CSR)

Syndeo TalkCentre is Optimiza’s IVR & CSR solution. IVR (Interactive Voice Response) is a generic term identifying the interaction of an Automated System with a caller via a telephone keypad. The automated system can provide automated voice responses based on the caller’s touchtone interaction with the system. Using Syndeo TalkCentre generator module, system users can dynamically create their own call flows based on their own requirements. Additionally, data can be extracted from a database, text entry or wave files and played over the phone.

Optimiza’s Syndeo TalkCentre CSR (Customer Service Representative) is a software tool that empowers its users with the ability to log calls, follow up and review the history of any caller. With a powerful reporting module, Syndeo TalkCentre can show end customer interest in products/services offerings, and give valuable information of the call center agents' performance.

Syndeo TalkCentre is targeted to service businesses and organizations that want to have the ability to automate a customer call and allow customers to get services and information without the need for human intervention, including offices, banks, governments,

healthcare facilities, travel & hospitality and customer service in all organizations.

Key features and benefits:

IVR Features List

Depending on your business domain and needs, you can gain several benefits from utilizing Syndeo TalkCentre in your environment, whereby the system is able to:

•      Answer calls on the first ring, 24x7

•      Automatically handle every call

•      Reduce costs by relying less on live customer support representatives

•      Integrate with your existing environment and local company database(s)

•      Provide customer self service

•      Customize menus

•      Reduce total cost of ownership

•      Gain accurate knowledge of your customer service through extensive reporting and statistics

•      Integrate with other technologies to provide more features

•      Get accurate, reliable, and up-to-date information

•      Expand customer service hours

•      Provide faster response time

•      Reallocate your resources to more productive work

•      Speak to callers in human tone of voice in both Arabic and English and any other international language

•      Standardize operational procedures 

•      Use the same Engine to support both inbound and outbound calls

CSR Features List

Syndeo is a fully configurable application; the administrator can control every single detail. All tickets related items are totally customizable; whereby:

•     You can specify which fields are mandatory to be filled, and which are

    optional

•     Templates for each call type are available to minimize the time required to

    fill the general ticket information

•     Ticket escalation to a higher level or different group is an option

•     The system is easy to use and learn, straight forward with no complications

    and uses multi-forms in the same activity

For sales and enquiries, please contact:

Optimiza Solutions Center

osc@optimizasolutions.com
sales@optimizasolutions.com

T: + 962 6 5930123
F: + 962 6 5930388