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Interactive voice response (IVR)
An IVR (Interactive Voice Response) is a technology that enables computer systems to interact with humans through voice and touch-tone keypad inputs via a telephone system. IVR systems are commonly used by businesses to automate their customer service operations, allowing customers to obtain information or perform certain tasks via pre-recorded voice prompts and menu options.
Overall, IVR systems can help businesses improve their customer service operations, reduce call handling time and costs, and enhance overall customer satisfaction.
Computer telephony integration (CTI)
Computer telephony integration allows for customer information to be displayed to the agent before the call connection through screen pop-ups. The CRM lists all relevant fields to the agent so that the customer can be serviced in the fastest time possible. The workbench also allows the user to transfer the call to another party, put the caller on hold, and dispose of the call accordingly.
Automatic call distribution (ACD)
Automatic Call Distribution (ACD), along with a powerful routing engine, distributes calls based on predefined rules. ACDs often provide some form of automatic customer or caller identification (ACIS), which is provided by Direct Inward Dialing (DID), Dialed Number Identification Service (DNIS), or Automatic Number Identification (ANI).
Customer Relationship Management (CRM)
CRM goes beyond traditional CRM systems designed to force data entry and empowers you to increase overall efficiency.
Get the most relevant and up-to-date customer insights in a single view.
Predictive Outbound Dialer
A predictive dialer is an automated telephone dialing system that enables call center agents to dramatically increase their number of live connections. Predictive dialers connect agents only to calls that are answered by people, freeing agents from the need to listen to unanswered calls, busy signals, disconnected lines, or answers from fax machines, answering machines, and other automatic services. The system also comes with a randomization module to increase efficiency in the communication center.
Supervision & Quality Monitoring
Syllable Communication Solution provides a strong administration framework via the Supervision interface for viewing agent activities and performance in real-time. Monitor agents across campaigns and gain real-time access to critical information such as agent status, call status, call history, dialing configuration, voice settings, customer interaction, lead management, and campaign management. Listen to voice logs or interact with others in real time by conferencing, snooping, whispering, or barging.
Managers can view current call behavior and agent performance in real time with real-time monitoring. Syllable Communication Solution provides managers with information about key metrics, allowing them to modify campaign configurations, voice settings, or dialing modes, improving overall productivity.
Agent interface
Allows agents to manage incoming and outgoing calls, transfer calls, and place customers on hold or mute. Agents can communicate with customers via phone, email, chat, and social media and get real-time insights into agent performance
Supervisor interface
Syllable's supervisor interface provides tools and features for supervisors and managers to monitor and manage contact center performance. It includes features like real-time monitoring, performance reporting, coaching and training, quality management, resource management, and system integration. These features enable managers to make data-driven decisions, increase operational efficiency, and provide high-quality customer service.
Admnistrator interface
Syllable's administrator interface is a collection of tools and features designed to help system administrators manage and configure the contact center software. It includes features such as user management, system configuration, security management, and integration with other systems. The administrator interface allows system administrators to manage the software, ensure security and compliance, and integrate it with other systems to optimize operations.
Wallboards
Syllable's wallboards interface displays real-time data and key performance indicators (KPIs) to keep agents and supervisors informed of key metrics such as call volume, wait times, and customer satisfaction. Wallboards display this data on large screens in the contact center, allowing agents and supervisors to easily monitor performance and respond to issues. The wallboards interface is a must-have tool for contact center managers looking to boost operational efficiency and provide high-quality customer service.
Reporting Module
Syllable collects, analyzes, and presents data on various aspects of contact center performance. It generates a variety of reports, including real-time dashboards, historical reports, and trend analysis reports, which provide insights into call center operations, agent productivity, customer satisfaction, and other key performance indicators (KPIs). To improve the overall customer experience, Syllable assists managers in identifying areas for improvement, optimizing resource allocation, and making informed decisions.
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Syllable Solutions is an institution born out of a network of customer service and information technology professionals that provides contact center solutions and ICT-customer experience services.
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