As an integration partner with Inisoft for their synTelate product, DDV is one of the only systems integrators in North America connecting dialer campaigns directly to contact center agents’ desktop CRM software. synTelate is the agent desktop for Avaya’s Proactive Outreach Manager (POM) within agent-based dialing environments. This desktop interface supports an agent’s interaction in an outbound contact center, creating a more robust environment to handle customer communications.
- Automatic screen pop of the relevant customer information, so agents are ready and able to handle the call
- Unified interface for interacting with the POM dialer, including login, logout, breaks, etc.
- The ability to construct custom data entry screens, to provide an easy way for agents to process calls
- A robust agent scripting mechanism, to ensure agents have all the information needed to accurately handle a call
- The ability to trigger email and SMS from the agent, enhancing communications to the end customer