Target specific clients from a secure database based on demographics, location or meta data. Our system facilitates bulk communication via email, messaging or cold calling for maximum reach.

Search and target leads by age, gender and language.

Import data once, no need to import or send spreadsheets again.

Powerful templates let you create your new campaign in minutes, where you can customise any aspect of your campaign without any coding necessary. Choose from pre-populated design templates or customise it to suit your needs.

Customer interactions across phone, chat, email, social media, and any other channel you can imagine, all come together in one place. By implementing a single universal queue for multiple channels, every interaction can be routed, recorded and reported on according to the desired SLA.

Leads are channelled via various workflows to different communication channels to reach clients on their preferred platform.

Synergy Army’s automated reporting keeps track of which leads are contacted, which respond, and which need to be retargeted. Reporting parameters can be set to track various aspects throughout a lead’s life cycle.

Our software solution adheres to industry standards and is designed to enforce unbreachable user-specific security structures. We offer realtime recording of all interactions including voice and multimedia to an encrypted and audited secure central storage. Retrieval requires the necessary user access rights.

Synergy Army’s leads management solution integrates essential CRM tasks into one platform to simplify the process and increase control. The model can be applied across various industries with similar client management needs. It includes everything from AI and Automation to Workforce Optimisation to consolidate the client journey into one place.

Leads are instantly updated and organised at the hand of a continuous flow system. Automated campaign management is designed for optimised contactability. Our solution gives you full control over the campaign structure and conversion tracking. The workflow is fully customisable in terms of channels, ads and number of contact points. Set the workflow steps, validation rules and action parameters to suit your business model

We offer the simplicity of a single system that combines your lead, PABX, CRM and accounting systems all into one.

Leads are deduped against active campaigns to ensure that only one lead exists per client. Clients with active orders are redirected to the customer service department.

Website visitors can go from chat to voice with one click. This allows you to respond to active leads, thereby increasing agent productivity and potential sales. Calls go via the browser, which is free for the customer and you. However, additional license costs apply. Customer service issues are resolved faster, resulting in higher service ratings.

Our next-generation dialler technology is designed to increase agent productivity, customer satisfaction and sales revenue. Our PBX is based on Asterisk and support all Class 5 soft switch functions, including IVRs, Voice-mail, faxing, conference rooms etc.

The dashboard gives you easy access to all previous client communications and enables you to set up automated emails and SMSs.

The system allows agents to document responses and take notes during client calls. These notes are captured in a conversation history and provides a detailed client journey timeline.

Various real-time dashboards are available in the system. The dashboard are updated every couple of seconds and enables call centre managers to continuously manage staff and campaigns. Various standard reports are available in the system *Coming soon: For more complex needs Qliksense can be used to build custom dashboards. Additional costing will apply.

Track the cost per campaign with detailed parameters to draw insights from. Reporting can be date, ad or agent specific.

Agents still have the option to dial a number manually, instead of automation.

Sales agents are able to follow sales and mandate scripts to ensure regulatory compliance in all environments. You can set up scripts per campaign and ad.

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.

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.

View the document history, like the upload date and document type for any particular client.

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.

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.

The dashboard gives you easy access to all previous client communications and enables you to set up automated emails and SMSs.

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.

Manage client referrals by adding and tracking active referrals that relate to a specific client.

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.

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.

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.

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

Automatic call distribution allows intelligent call routing based on skills, preferred agent, priority, or system intelligence. Calls are routed using an intelligent call distribution system, based on specific operation criteria. It is possible to route clients to agents with similar profiles, deliver an interaction to the last agent who communicated with the client or to the agent who is available for thelongest time.

Our easy to use IVR/Auto attendant will handle the most complex call trees, and support various functions like customer surveys, calling APIs, etc.

CLIs are used in various services like TrueCaller to block calls from call centres. Synergy Army supports a wide variety of CLI management features to increase conversions. These options are configurable on a tenant and campaign level allowing for maximum flexibility.

These features allow administrators (or authorised users) to listen to other users’ calls and provide assistance as needed. It’s helpful for coaching new employees, improving the professionalism of existing agents, and ensuring a better call experience for customers. Whisper allows the administrator to provide live advice and pointers to an agent. Barge in allows the administrator to take full control of a call.

Our intelligent queue management uses Automatic Call Distribution (ACD) rules to route calls based on predefined business rules, wait time or customer value. The ACD can route calls to agents based on ranking and not only by mere availability or predetermined order. ACD is also aware when agents are already on calls and only routes calls to available staff, making the distribution process much more efficient.

The Call Detail Record (CDR) contains metadata that typically includes the timestamp (date and time), duration, source and destination phone numbers and call type (inbound, outbound, toll-free). Draw detailed CDR reports per client, campaign or agent.

Our outbound engagement solution enables you to proactively communicate with clients across a variety of channels. This will increase client satisfaction and build long-term relationships throughout the client journey.

Create custom hold music or personalised messaging while callers wait, and set up timeout limits to determine how long your callers wait before being directed to voicemail.

• Call forwarding
• Call pickup
• Call waiting
• Hunt Lists
• Ring groups

After agents are assigned to hunt groups, calls are routed to them in either random or a predetermined order. If a call is not answered the system will “hunt” out the next available agent. If that agent is also busy, the call will go to the next one in line until it is answered. If the call remains unanswered, a voicemail can take a message which will be sent to all members of the hunt group.

Automated payments allow you to set up recurring payments from customers for services or products that are delivered on a regular basis. This feature saves time and reduces administrative tasks.

This acts as a credit memo, to manage refunds and reduce the need for cash.

Proof of payment is crucial for record-keeping and verification of transactions. Send and receive instant POPs to record and keep track of financing for
accounting and legal purposes.

The payment gateway checks the validity of a customer’s account in real-time. This process involves verifying the account number, bank name, and routing number to ensure that the payment can be processed successfully.

This payment method is instant, secure, and convenient for customers, as they don’t need to enter their credit card details.

Providing customers with multiple payment options, such as credit card, PayPal, and bank transfer, to increase sales and improve customer satisfaction.

Payment failed is a status that indicates that a payment has not been processed successfully. This can happen for various reasons, such as insufficient funds, invalid account details, or technical issues.

A debit check is a verification process where a bank confirms the availability of funds in a customer’s account before a payment is processed. This helps to ensure that the payment will be successful and reduces the risk of bounced payments.

Synergy Army employs various standard API endpoints to allow different systems or websites to securely interact with the system.

The Through Workflow engine allows any standards-based service. Streamline your processes, increase efficiency, and improve collaboration between teams with real-time visibility.

Improve the efficiency of customer service operations, reduces response times, and enhance the overall customer experience. Automated communication processes will improve customer service by allowing agents to access customer information, call logs, and other relevant data in real-time.

The workflow automisation is aimed at achieving maximum contactability and efficiency for optimal results. The lead workflow engine is powered by a
robust system, allowing for real time viability and control with intuitive data insights to increase productivity.

The workflow is fully customisable in terms of channels, ads and number of contact points. You can set the workflow steps, validation rules and action parameters to suit your business model.

The number of bins and bin priorities can be configured, for example: Last in First out (LIFO) and First in First out (FIFO).