Call centre

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 the longest 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.

Boost and maintain quality performance with the ability to record, store and retrieve all calls. Call recording also plays a vital role in staff training, and gives staffers valuable feedback on their performance. Synergy Army’s calls are securely stored in the cloud.

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.

Wallboards provide timely and useful information about your call flow and agent status in real-time. This allows supervisors to act upon live statistics to make fast, accurate and informed decisions. Get up to the second status information to drive and maintain efficiency and boost team morale. The display can be customised to show specific information and include alerts.

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.

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. Priority and SLA metrics ensure that the right calls get the right attention. Easily manage inbound calls with custom routing, hold music, and IVR prompts.

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.

The interface gives users full control over the platform. Features are organised into one dashboard for easy access to functionalities.

• 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.

Call groups, also known as ring groups, allow you to put multiple phones under one extension. A single incoming call can cycle through the group using a ring strategy, such as simultaneous ringing or round-robin forwarding. If the call remains unanswered, a voicemail can take a message which will be
sent to all members of the call group.