11 November 2004
synTelate® v2.4 passes Avaya
DeveloperConnection
Program Compliance Testing
The newly released synTelate
version 2.4 has been awarded the Avaya Compliant Tested
award for integration to the latest version of Avaya's
Predictive Dialing System (PDS), v12 SP3. synTelate v2.4 introduces a number of significant new features that
provide call centre operators with greater flexibility to
optimise effective call time and minimise downtime.
synTelate v2.4
delivers a range of additional benefits over the already
market leading capabilities of the current product. Call
centre agent downtime can be minimised and productivity
maximised by the use of the capability to modify campaigns
in real-time without agents having to stop or log out of
the system. In addition, building on the existing
powerful Conditional Logic capabilities, version 2.4
provides enhanced branching logic that allows call centres
to accommodate even more complex sales or customer service
processes. Data quality can also be improved through the
use of new data entry checks. The efficiency of agents
can be increased by using rapid disposition capabilities
and single click wrap codes to reduce wrap time and at the
same time providing greater opportunities to talk with
customers.
When combined with
the Avaya PDS, synTelate v2.4
offers both Call and Agent Blending capabilities. synTelate can also be used
alongside the Avaya PDS operating in Intelligent,
Proactive or Predictive Blending modes, ensuring that the
highest levels of customer service are achieved while
effectively allocating call centre resources.
Welcoming the
completion of the latest testing, Kevin Clark, Initiative
Software CEO, comments, "The physical testing was actually
completed prior to the general launch of synTelate v2.4
which represents a significant phase in our relationship
with Avaya. The latest version of synTelate is able to
utilise some of the most powerful capabilities of the
Avaya PDS to the benefit of our customers seeking to
deliver market leading outbound services".
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