CRM & billing software for call centres
One call. Every system knows.
The phone rings. The client record is already open, and the follow-up books itself.
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Inbound call +27 82 *** 4410 · Retention line 09:14 -
Record opens Policy 40-2281 · 3 prior calls 09:14 -
Call recorded and scored 6 min 12 s · QA passed 09:20 -
Follow-up booked Callback Thursday 10:00 · SMS confirmation 09:21
Want to improve business relationships and drive sales growth?
Every aspect of our CRM platform is carefully considered and implemented to streamline organisational processes, build customer relationships, increase sales, improve customer service and increase profitability.
We partner with businesses to maximise contactability, track the performance of agents and manage leads — getting the most value for your marketing effort and an end-to-end sales platform.
Synergy Army’s software solution uses intelligent automation to optimise communications efforts and ensure superior client management.
An end-to-end Call Centre solution
Synergy Army is designed to optimise your call centre, help reduce costs
and increase your ROI.
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 set up 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.
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.
AN ALL IN ONE SOLUTION
Synergy Army uses data analytics to improve business relationships and drive sales growth. The workflow engine ensures an effortless client onboarding process, combined with integrated payment, billing and debtor management to ensure continued success. The customer centric interface gives users full control over the platform. Ticketing documents and voice recordings allow complete tracking of leads. A broad spectrum of communication channels can be activated, including e-mail, SMS and telephone calls.
Smart lead management
LEADS CONSOLIDATION
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.
INBOUND
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 optimise 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.
BLENDED
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.
MULTIMEDIA CONTACTS
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.
Chatbot integration
Automate and streamline your customer support processes with Chatbots that use natural language processing (NLP) and machine learning algorithms to understand and respond to customer inquiries and requests.
When a customer interacts with a chatbot, the chatbot analyses their message and tries to understand the intent behind it. Based on the intent, the chatbot can provide relevant information, offer assistance, or route the inquiry to a human agent if necessary. The chatbot can also use information from the CRM system to provide personalised recommendations or offer targeted promotions to the customer.
Chatbots can be integrated with various channels such as websites, social media, and messaging apps, enabling businesses to provide 24/7 support to their customers. This can improve customer satisfaction and help businesses save time and resources by reducing the need for human agents to handle routine inquiries.
In addition, chatbots can collect valuable data about customer interactions, which can be used to improve the quality of customer support and identify areas for improvement in the overall customer experience. Overall, chatbots are a valuable feature in CRM software solutions that can help businesses provide better customer support and improve customer
engagement.
Advanced CRM features
INTEGRATED CAMPAIGNS
Create and manage multi-channel marketing campaigns that are seamlessly integrated across various channels such as email, social media, SMS, and more.
This CRM software feature enables you to plan, design, and execute marketing campaigns in a more effective and efficient way, with consistent messaging and branding across all channels. You can also track and analyse the performance of campaigns in real-time to make data-driven decisions that optimise marketing efforts.
In addition to enhanced marketing functions, integrated campaigns also provide automation capabilities that streamline the process of campaign creation and execution, enabling marketers to save time and resources. Overall, integrated campaigns will improve your marketing strategy and increase customer engagement and conversion rates.
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 and browse live data, where you can even update contact data on the fly.
Automate 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.
MULTI CHANNEL COMMUNICATION
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.
SECURE RECORDS AND ACCESS
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 real-time 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.
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 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.
FULL CYCLE REPORTING
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.
COMPLIANCE
Synergy Army is committed to compliance with GDPR and POPIA and has implemented the appropriate processes and policies to comply with the relevant legislation.
Customer Relations Management - CRM
Synergy Army uses data analytics to improve business relationships and drive sales growth. The workflow engine ensures an effortless client onboarding process, combined with integrated payment, billing and debtor management for continued success.
Every aspect of our customer relations management (CRM) platform is carefully considered and implemented to streamline organisational processes, build customer relationships, increase sales, improve customer service and increase profitability.
The customer centric interface gives users full control over the platform. Ticketing documents and voice recordings allow complete tracking of leads.
A broad spectrum of communication channels can be activated, including web, email, WhatsApp, SMS, USSD and telephone calls.
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Client portal
The dashboard gives you easy access to all previous client communications and enables you to set up automated e-mails and SMSs. The activity feed shows all recent activity for quick reference and easy follow ups. Get a single overview of the client summary and account details.
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Product management
Manage all products for this client, with easy access to the order date, sales agent, product status and cover date. View and make addons or add notes for future reference.
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Call history
Get a detailed call history, with metadata of the caller identity, call timestamp, duration and call status. Also access and download call recordings.
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Document management
View the document history, like the upload date and document type for any particular client.
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Mass communication
Automated messaging allows notifications based on client actions, thereby driving client relationships and satisfaction. Our system facilitates bulk communications via email, messaging or cold calling. View each client’s communication history or send individual communications to a specific client via the client portal.
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Notifications
Automated reminders and notifications keep clients informed and billing up to date. Choose from various messaging platforms, including email, SMS, documents, and PBX.
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WhatsApp API
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.
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Lead history
The dashboard gives you easy access to all previous client communications and enables you to set up automated emails and SMSs.
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Notes
The system allows agents to document responses and take notes during client calls. These notes are captured in a conversation history and provide a detailed client journey timeline.
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Ticketing
Ticketing documents and voice recordings allow complete tracking of leads. Draw detailed reports on turnaround times, ticket outcomes and agent productivity. View a ticket thread for easy access to documents, messaging and ticket settings.
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Referrals
Manage client referrals by adding and tracking active referrals that relate to a specific client.
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Finances
The client portal facilitates payments, billing and statements to easily manage accounts.
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Workflow engine
The workflow engine automatically streamlines the client onboarding and billing/debtor processes for greater control. This can be combined with integrated payment, billing and debtor management for continued success.
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Quality management
Our web based tool 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.
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Full cycle reporting
Get a single view of your contact centre productivity with advanced standard or custom reports. 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. Data can be merged from multiple sources for detailed metrics.
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Secure records and access
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.
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POPI / GDPR
Synergy Army is committed to compliance with GDPR and POPIA and has implemented the appropriate processes and policies to comply with the relevant legislation.
Want to grow your client base?
Let us help you find new clients and build a secure database. Synergy Army will optimise your sales effort by diligently following procedures and workflows that result in success.