Syntec Telecom has shortened its name to Syntec, with the new corporate strapline ‘integrated contact centre systems’ supported by a new-look website and product line-up.
Business Development Director Simon Beeching explains, “Driven by customer demand, we have now evolved into one of the UK’s leading providers of cloud contact centre management solutions. We are still experts in telecommunications – it’s still at the heart of what we do, but by no means all now, as the shorter name and new company strapline indicate”
These integrated contact centre management solutions are all cloud-based – or in the case of telecommunications, network-level- collectively referred to as hosted services. This means they usually require no new equipment or capital outlay by the client, managed instead on Syntec’s remote servers & switches as shared/multi-tenanted web-based services, with clients benefiting from continual upgrades and new features.
These services fall under four new Syntec sub-brands:
- including flexible numbering; PSTN & VoIP call delivery; call queuing & management; call recording; IVR; line rental; SIP trunks; after-call surveys; and web-based reporting
- working with existing phone systems to manage agents (including home and remote workers); calls, webchat & e-mail; with workforce management and a supervisor dashboard
- with customers entering their sensitive card numbers using the keypad of their phone, the call centre environment and full-length call recordings become compliant with payment card industry PCI DSS regulations, using Syntec’s proprietary level-1 compliant phone touchtone (DTMF) system (either in mid-conversation with the contact centre agent or using IVR-driven customer self- service autopay)
- linking consumers’ calls to their website visit, allowing Syntec clients to analyse how their customers found them; to attribute webmarketing costs to individual searches, calls and marketing campaigns; and let their agents see caller information and what the customer is looking at, using the ScreenView feature.
Managing Director Colin Westlake sums up: “Syntec’s brand and product line-up is now re-positioned to take full advantage of the growing demand for organisations to replace legacy hardware-based contact centre systems with modern hosted services. Inherently quicker to deploy as well as flexible to implement and scale, these hosted services are all developed and maintained by Syntec as well as supported by our personal and consultative approach, to add value and improve service in our clients’ contact centres and outsourcers”.
For additional information see Syntec’s Company Profile or see their new image and products at their stand at the Customer Contact Expo – Stand D40