inisoft limited have announced the new release of the synTelate agent desktop application which now includes the latest in enhanced and improved inbound call handling.
Using synTelate in conjunction with Avaya’s Proactive Outreach Manager, contact centres can now experience the benefits of a single synTelate scripted agent desktop covering Outbound (Predictive, progressive and preview) and Inbound calls.
Blended agents will have the benefit of a single interface as they move seamlessly between inbound and outbound calls; thereby reducing the need for desktop switching, whilst improving the agent experience and driving improvements in all round performance.
This enhanced call handling functionality is also available to non-Proactive Outreach Manager users to support inbound agents and manual outbound dialling; with a planned roll out to Avaya Proactive Contact users due later this year.
John Goodram, Director of Technology at Inisoft Limited said
“Our focus at Inisoft is to provide technologies that provide exceptional experiences for both advisors and the customers they are interacting with.
The synTelate desktop is continuously developed to ensure that transactions are managed in a highly efficient manner and by implementing a single interface organisations can take advantage of a solution that allows for a fully blended experience delivering operational efficiency and customer satisfaction.”
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