Synthesys is a leading CIM software solution. The modules layer together to form an advanced contact centre suite that enables the non technical professional to manage any type of contact centre.

Synthesys is a suite of products that gives non-technical staff the tools to manage the contact centre and the people in it. The wide-ranging functionality is presented in an easy-to-use drag-and-drop windows environment. Callflow scripts guide the agents interactions. Call list creation and queuing manages your outbound operations. Teams are created and user accounts and permissions are set up. CRM functionality maximises the value of historical customer data, supporting conversations. Multiple channels of contact are managed, including telephone, email, post, SMS, live chat, and interactive forms. CTI links the telephony system and the software automating many processes to reduce call-handling times. Reporting and workflow supports the efficient running of your contact centre operations.

Synthesys Callflow
The core module is the Callflow Editor, with which you can build interactive Callflow scripts that guide agents through customer interactions. A Callflow script is a branching map of all the routes an interaction can take, and different sections of the script, containing data capture, information and questions, exist along each route. The callflow guides users through the different routes and through the sections that they see on that route. Decision point junctions use historical customer data, and any previous captured data, as the basis for calculations about what route to take through the callflow map. A callflow can have as many paths, and as many different outcomes as you wish.