Synthesys - Call Flow
What is a Callflow?
Synthesys Callflow is a software application that supports a conversation between a call centre agent (Customer Service
Representative) and a customer. A Callflow guides the agent by prompting with questions, providing information and capturing
data. Since any conversation should be as natural as possible a Callflow should present the agent with relevant information
at each stage. Synthesys Callflows all have the same user-friendly look and feel. Rather than having to train agents for
each different type of call, they only need to be trained on how to use Synthesys once. This dramatically reduces training
time and costs.
Why use Callflows?
A Callflow is much more than just a list of questions. Synthesys Callflows are flexible enough to accommodate many different
variations of a dialogue. The natural flow of any conversation involves spontaneity and the ability to listen and adapt to
different responses. Synthesys can mimic this behaviour during a conversation; capture the relevant data and automatically
prompt the agent with the next logical step of the Callflow. This is sometimes known as dynamic branching.
Setting up and editing made easy
Synthesys provides a Callflow editor, which allows non-technical staff to create Callflows quickly and easily. The Callflow
editor is a Windows based, user-friendly environment and is completely graphical. No computer programming is involved.
Creating a Callflow takes hours rather than days, and modifying and activating a Callflow can take minutes! The elementary
building blocks of a Synthesys Callflow are software components (known as ActiveX controls).
Dynamic Branching and CRM
ISynthesys Callflows have the ability to branch dynamically on a response given by the customer. The agent only has
relevant information on screen at all times, so there is no confusion. If a customer wants to change their mind during
the conversation, an agent can easily go back and Synthesys will accommodate the change and incorporate this new
information into the subsequent questions. As the conversation progresses Synthesys uses the information gathered to
personalise the call.
Synthesys won't let you duplicate questions, which means customers don't get asked for the same information over and over again. Even the most complex callflows appear straightforward.
Working with the web
You can attach web based help pages to a Callflow. These can be context sensitive to a specific part of the conversation.
An agent can refer to specific information on the web based help screen, or connect to a company Intranet or Website to
give a more comprehensive response to customer questions. The advantage of using a Web browser is that you can have
anything that you would normally have on a Web page in your help pages. This could include video of a television advert
or the company brochure including pictures.
Personnel management
Synthesys Callflow also includes personnel facilities, which allows the call centre manager to control access to various
areas of the system. For instance, an agent can only answer calls while supervisors can design new Callflows and test
them but only call centre managers can make them available to all the agents.
Databases management made easy
The information collected using Callflows needs to be stored somewhere. Synthesys uses a number of industry standard
relational databases to manage this information. A key benefit of Synthesys is its ability to create and manage it's
own database. This means you don't have to worry about the technicalities.
This is a significant advantage compared to other call centre software products, which require a high degree of technical knowledge to manage and set up the database.
For more information on Synthesys Call Flow call 0800 018 2838.
