25/08/2009 Avaya Approval for Web based Contact Centre Agents synTelate Proactive Contact WebAgent - the exciting new addition to Inisoft’s award winning contact center agent desktop suite - has been compliance approved by Avaya against its leading customer contact solution, Proactive Contact 4. synTelate Proactive Contact WebAgent is the latest in a number of significant synTelate releases throughout 2009. These extend the range of options available to contact center managers when deciding how to provide contact center agents with appropriate in-call support. Screens and call flow scripts created in the synTelate Designer can be deployed to the agent desktop via the synTelate Enterprise Agent or the synTelate Proactive Contact WebAgent. Both version of the synTelate agent desktop can co-exist providing call center managers with the ultimate flexibility in deciding the call center topology. synTelate Proactive Web Agent has been specifically designed to enhance the Avaya Proactive Contact solution and provides users with a web-based agent desktop that delivers both screen design and powerful call flow scripting capabilities. “This is a very exciting development for Avaya Proactive Contact users” States Roy Holmes, Inisoft Business Development Manager. “The agent desktop is the point at which the call is delivered to the contact center’s most important resource, its people. synTelate provides the means to create informed agents, supported through the call with the focus on meeting the client need rather than navigating IT systems. The addition of the synTelate Proactive Contact WebAgent to the synTelate suite means that the desktop can be simply delivered in a browser or traditional client-server environment. The screens are created in a single design tool, it’s just a matter of the contact center deciding how it wants to deploy” Background synTelate is a product of Inisoft Ltd which has been producing high quality software products for over 19 years. Inisoft is a part of the Murray International Holdings group of companies, a widely-based private group with annual sales of over $800m. With clients in almost 20 countries throughout the Middle East, Europe and North America and a network of business partners, synTelate is the most widely deployed product of its type today. North American clients are served by synTelate Corp., a wholly owned subsidiary of Inisoft which was established in 2000. Inisoft Ltd is proud to be a Platinum Level Member of the Avaya Developer Connection Program and is committed to ensuring that clients get the most out of their contact center investments.