Call Centre Systems - Utility and Communications Sector

The utilities and communications markets have undergone considerable changes in the last 10 years with deregulation bringing opportunities for existing providers, new entrants and of course customers. synTelate and Tele-Connect have experienced rapid adoption in these sectors as providers strive to establish competitive advantage and provide their clients with as broad a set of contact points as possible.

As an example of our strong market position, our call centre products are used by some of the UK’s largest utility providers and the majority of mobile phone operators. These products have been applied to a wide range of customer contact situations in these sectors including customer acquisition and win-back, retentions, market research and customer service.  Our products are also used to simply streamline the process of meter reading in the utilities sector.  These activities have been undertaken by a combination of the service providers directly and Outsource call centres. Indeed, the export capabilities of our product mean that similarly equipped but physically unconnected call centres can share screens and process/callflows to optimally manage the workflow and call centre utilisation.

This market has pioneered the use of synTelate in the remote agent environment with call centre agents able to access both telephony and data capabilities via high bandwidth data connections. The benefits of flexible screen customisation and callflow are exercised fully in this environment with the added operational benefits that the call centre can draw upon a labour pool that would otherwise be restricted.