INDUSTRIES
Call centres
Synergy Army is designed to optimise your call centre, help reduce costs and increase your ROI. Synergy Army partners with businesses to maximize contactability, track the performance of agents and manage leads — getting the most value for your marketing effort and an end-to-end sales platform.
Call Centre Software is one of the most important tools for any small to big call centre or contact centre. There are many call centre software solutions available in the market, including open source solutions like VICIdial, but most of these are very complex to setup and maintain. Are you phoning the same clients over and over? Is your conversion ratio low? Can you track your sales per source and campaign?
We provide advanced solutions to the contact centre space that is flexible and able to scale to meet the needs of any business. Running a productive contact centre has never been easier to achieve. Ensuring that our clients “Get the right call to the right agent at the right time” is critical for Inbound calls. Making sure Outbound agents contact the correct customers the first time is equally important.
Tailored call centre solutions
Alternative to ViciDial
The user friendly simplicity and added functionality of Synergy Army ensures increased productivity and reduced costs, when compared to VICIdial or other call centre solutions. Our all-in-one solution combines advanced call centre features in an integrated platform at a competitive price.
Smart lead management
Our call centre management software solution guarantees maximum effectiveness and productivity. Smart lead management ensures increased contactability. Automatic call distribution, blending inbound and outbound calls and handling simultaneous multimedia contacts allows agents to improve productivity and customer service by working from a single application.
Multiple campaigns
Run an unlimited number of campaigns, with an unlimited number of agents. Our wide range of advanced features puts you in control over multiple or more complex campaigns. You can access campaign status overviews, browse live data and automate your campaign with data flows comprising multiple steps.
Powerful templates let you create your new campaign in minutes, where you can customise any aspect of your campaign without any coding necessary.
Multi channel communication
Customer interactions across any channel you can imagine, all come together in one place. Our multimedia and blended solutions increase agent productivity through cross skilling. By implementing a single universal queue for multiple channels (including voice, email chat, social media and WhatsApp) every interaction can be routed, recorded and reported on according to the desired SLA. Synergy Army’s integration to WhatsApp is provided via the official WhatsApp API which enables agents to manage WhatsApp interactions.
Secure records and access
We have implemented numerous safeguards in our design and code to carefully protect customer data. Our software solution enforces industry standards with unbreachable user-specific security structures, where access to critical sections is restricted on a user bases. We offer realtime recording of all interactions including screen, voice and multimedia to an encrypted and audited secure central storage. Retrieval of any recorded material can only be accessed via the supervisor dashboard with the necessary access rights.
Quality control and monitoring
Our web based tool for contact centre management enables managers to remotely access the system via the internet to make changes or monitor and evaluate agents’ performance. All voice and multimedia streams carried out by agents are made available which enables supervisors to track all calls, e- mails, chat sessions and social media interactions.
Full cycle reporting
We understand that reporting is critical to productivity. Synergy Army provides rich and robust customer data that can transform your business and enable your team to spot issues immediately to make real time decisions. Our end to end reporting services provide detailed metrics for all stakeholders – from the CEO to the most dedicated team manager. Advanced reporting allows customers to merge data from multiple sources and provide a single view of contact centre productivity.
Compliance
Synergy Army is committed to meet the requirements of legal compliance with GDPR and POPIA and has implemented the appropriate processes and policies to adhere to the relevant legislation.
User friendly interface
Clearly view and manage system-wide information in one single and easy-to-navigate location. Our user friendly dashboards offer a fully unified multichannel and multisession interface which maximises the service quality and the agent’s performance. It has interaction controls (answer, hold, conference, recording), sidebars with statistical information, excellent audio quality, notification mechanisms and chat with supervisors.
Call management
Synergy Army offers the full range of call centre call functionalities, including call recording, scripting and logging.
Also choose from manual dialler and progressive dialler options.
Ticketing
Our ticketing system is a powerful, all-in-one solution designed to streamline support management.
Lead restreaming
Automatic workflows enable queue management and lead
restreaming to follow up on potential leads.
Software innovation
We have a proud tradition of innovation and of excellence in execution — qualities that we harness to create solutions that serve the insurance industry effectively, sustainably and in a compliant manner.
Contact us for more information on Synergy Army’s premium collection solutions and what we can do for your business.