Premise-Based Contact Center and IVR Solutions for Mixed-Switch Environments

Enghouse Interactive’s Syntellect suite of interaction management solutions deliver industry leading self-service and live contact center solutions spanning the entire customer service spectrum.

Syntellect contact center solutions help clients reduce costs, improve efficiencies and solve business problems through a strategic balance of interaction management software and unrivaled support. These solutions help deliver a superior customer experience that builds value and develops long-term customer relationships.

Syntellect solutions enable you to deliver, continually assess and fine-tune customer service across your organization. Additionally, you will provide your customers with the optimal mix of agent-assisted and self-service options while delivering access to the critical business knowledge that helps optimize your contact center performance.

Syntellect contact center solutions include:

IVR/Self-Service Portal - Syntellect Communications Portal

Syntellect Communications Portal (SCP) is an open, standards-based platform with integrated application development and management components that significantly reduce the time, cost and complexity of deploying voice and IP communications solutions.

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The Communications Portal combines the industry’s most complete support for IP communication, including telephony, video messaging, SMS, and email with comprehensive support for traditional voice communication. By melding these capabilities, the Communications Portal offers a multi-modal Portal that enables organizations to deploy all of their communication applications on a single, cost-effective platform.

Premise-Based Contact Center - Syntellect CIM

The core of Syntellect Customer Interaction Management (CIM) contains an advanced management engine that enables you to fully control a universal queue of customer interactions of all types, including telephone and Interactive Voice Response (IVR), voice mail, email, web chat, web transactions, fax and agent tasks. It is a fully featured contact center solution that integrates seamlessly into your business environment and connects existing Customer Relationship Management (CRM) solutions, and other back-office applications, with your contact center, giving you and your agents a complete view of customer interactions.

CTI - CT Connect

Syntellect CT Connect™ is standards-based CTI software that allows application developers and systems integrators to create voice self-service, contact center and unified communications solutions for IP and TDM networks at dramatically lower cost by providing out-of-the-box integration with all major communications systems. Some of the world's largest organizations use Syntellect CT Connect to add CTI capabilities, such as intelligent routing, screen pops, and monitoring functions, to their contact center applications. In fact, Syntellect CT Connect has CTI enabled more than 1 million agent seats worldwide.

Salesforce.com CTI Connector - CT Connect for Salesforce.com
Syntellect CT Connect for Salesforce.com is a CTI application that allows service and support organizations to leverage the data from their Salesforce.com CRM solution in their outbound dialing initiatives and to help them resolve customer issues more quickly. Syntellect CT Connect significantly enhances the efficiency and performance of service and support groups by providing agents with click-to-dial and screen pop capabilities that can reduce call time and help personalize customer service.
Siebel CTI Connector - CT Connect for Siebel
Syntellect CT Connect is the industry-leading CTI platform that powers Siebel CTI Connect. Syntellect CT Connect for Siebel includes the PhoneLink adapter and provides Siebel CRM users with a like-for-like CTI Connect replacement that delivers Screen Pop and Click-to-Dial functionality while maintaining the same familiar user experience with which your Customer Service Representatives (CSRs, Agents) are accustomed.

VoiceXML Development Environment - VoiceXML Studio

Syntellect VoiceXML Studio is a graphical development environment that accelerates the creation of VoiceXML-based voice solutions by 50% or more. With Syntellect VoiceXML Studio, you no longer need to write VoiceXML code. Instead, you can quickly assemble applications from pre-built "functional blocks" for voice user interface management, call control, application logic and database integration.

IVR Application Development Environment - CT ADE

The Syntellect CT Application Development Environment (Syntellect CT ADE™) is one of the most widely used IVR development tools in the world. Designed to accelerate the development of voice and video communication solutions, Syntellect CT ADE is a rapid application development (RAD) toolkit that provides a set of program building blocks that are easier to use - and faster to learn - than traditional APIs. But, you won't sacrifice power, flexibility or control because Syntellect CT ADE offers complete access to Dialogic telephony hardware/software interfaces and control of speech products. Plus, as one of the world's most scalable and cost-effective platforms, Syntellect CT ADE can reduce your solution cost by 60% or more vs. traditional IVR platforms.

VoiceXML Testing Tools - Voiyager

Voiyager - Dynamic Automatic Application Discovery is a revolutionary patent-pending technology that completely redefines how VoiceXML applications are developed, tested, deployed, and ultimately maintained. Voiyager is the first application that provides 100% call flow analysis. No other testing methodologies or products provide enterprises the validation that deployed applications are error-free.

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