SYNTHESYS

SYNTHESYS is a predictive dialler software solution designed by Noetica Limited to automate outbound calling in contact centers. It is targeted at small to large-sized contact centers and is utilized by contact center managers, customer service managers, sales managers, telemarketers, and professionals in various industries such as financial services, retail, telecommunications, healthcare, and utilities.

Key Features

Predictive Dialling: According to the vendor, SYNTHESYS automates outbound calling in contact centers through its predictive dialling capabilities. By leveraging statistical models and machine learning algorithms, it aims to determine the optimal number of calls to dial at any given time, potentially maximizing agent productivity and reducing costs.

Live Person Detection (LPD): SYNTHESYS includes Live Person Detection (LPD) technology, which the vendor claims accurately identifies live persons on the other end of the call. By leveraging artificial intelligence (AI), it aims to differentiate between answering machines and real people, potentially improving overall efficiency.

SNoDrop™ Technology: According to the vendor, SYNTHESYS incorporates SNoDrop™ technology, which enables high-performance predictive dialling with a 0% Abandoned Call Rate (ACR). It dynamically adjusts the dialling rate based on real-time factors, aiming to ensure compliance with regulatory requirements while providing a seamless calling experience.

Computer Telephony Integration (CTI): SYNTHESYS integrates with Computer Telephony Integration (CTI) systems, aiming to facilitate direct communication between the dialler and agents' desktop applications. Real-time screen pops are triggered, delivering relevant customer information to agents as calls are connected. This feature aims to streamline the agent's workflow and enhance the customer experience.

Automated Call Distribution (ACD): SYNTHESYS incorporates Automated Call Distribution (ACD) functionality, which aims to allow for advanced call routing and distribution. ACD algorithms intelligently distribute incoming calls to the most appropriate agents based on predefined criteria. This feature aims to ensure efficient call handling, potentially reducing wait times and improving customer satisfaction.

Campaign Management: SYNTHESYS provides campaign management capabilities, allowing contact centers to plan, execute, and monitor outbound calling campaigns. Users can create and manage multiple campaigns, defining parameters such as dialling rules, call lists, and agent assignments. This functionality aims to enable contact centers to optimize their outbound calling efforts and potentially achieve desired campaign outcomes.

Real-time Reporting and Analytics: According to the vendor, SYNTHESYS offers real-time reporting and analytics tools to track and analyze key performance metrics. Users can access detailed reports on call volumes, agent productivity, campaign performance, and more. Real-time analytics aim to provide actionable insights, allowing contact centers to make data-driven decisions and potentially optimize their operations.