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 call centre management software solution guarantees maximum effectiveness and productivity. 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.

Automatic call distribution allows you to route calls on skills, preferred agent, priority or system intelligence. In order to provide the best customer experience and optimize agents’ operations in the contact centre, calls are routed using an intelligent call distribution system, based on specific operation criteria. So, it is possible to associate customers and agents with similar profiles (age, nationality, language…), deliver an interaction to the last agent who communicated with the client or to the agent who is available for the longest time.

Blending your outbound campaigns with inbound calls greatly increases productivity. With Synergy Army, agents can easily move between both inbound queues and outbound calling lists to make and receive calls. With Blending calls are automatically assigned to inbound agents working on outbound campaigns when inbound traffic volume peaks. When inbound traffic is low, agents can use that time to work on automated outbound dialler calls. Priority and SLA metrics ensure that the right calls get the right attention.

Agents can simultaneously handle several multimedia contacts in a single interface. The intelligent automatic distribution of multimedia contacts allows you to route contacts based on preferred agent, skillset, priority or system intelligence. This way, it is possible to improve contact centre productivity and customer satisfaction as all contacts are routed, recorded and reported on in a single application. Multimedia contacts include voice, email, fax, instant messaging, WhatsApp, social media and data objects.

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 and browse live data, where you can even update contact data on the fly.

Automatize your campaign with automated data flows comprising multiple steps. Synergy Army supports campaign steps such as outbound call, export (csv or pdf mail merge), e-mails and webhooks for the integration with your native systems.

Powerful templates let you create your new campaign in minutes, where you can customise any aspect of your campaign without any coding necessary.

Customer interactions across phone, chat, email, social media, and any other 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. All interactions are routed, recorded and reported on in a single universal queue.

We have implemented numerous safeguards in our design and code to carefully protect customer data. We take security and privacy seriously. Our software solution enforces unbreachable user-specific security structures, where access to critical sections is restricted on a user basis, audit trails are recorded on user actions and industry standards are enforced.

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 be accessed via the supervisor dashboard with the necessary access rights.

Our web based tool for contact centre management enables managers to remotely access the system via the internet to make changes or monitor 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.

Our tool aims to meet the requirements of legal compliance and/or the performance evaluation of agents.

It offers 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.

At Synergy Army we understand that reporting is critical to productivity. We provide rich and robust customer data that can transform your business and enable your team to spot issues immediately to make real time decisions. Synergy Army provides both standard and custom reports tailored to our client’s unique needs, based on the information provided by the software application.

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.

Synergy Army is committed to compliance with GDPR and POPIA and has implemented the appropriate processes and policies to comply with the relevant legislation.