21st June 2006
synTelate Desktop Application for Contact Centre Agents Now Rated “Avaya Compliant”
synTelate Corp, a leading provider of contact centre software solutions, today announced that its synTelate v3.0 desktop application for contact centre agents is compliant with key proactive contact solutions from Avaya (NYSE:AV), a leading global provider of business communications applications, systems and services.
synTelate v3.0 provides contact centre operators with a range of opportunities for achieving maximum return on investment (ROI) from their Avaya Proactive Contact solution, along with an effective means of gaining operational efficiencies by controlling agent "in call" activity. synTelate v3.0 supports all Avaya Proactive Contact standard operating modes — including intelligent, proactive and predictive blending — ensuring that businesses can achieve the highest levels of customer service while at the same time effectively utilising their contact centre resources.
The latest version of synTelate agent software provides powerful new capabilities to deliver smooth call flow in even the most complex call-handling situations. Enhanced logic capabilities improve control over data entry and ensure accurate data validation. synTelate v3.0 also offers improved call-back scheduling to ensure customers are contacted at a time suitable to them and within timescales appropriate to the campaign and contact centre. The synTelate application now is compliance-tested by Avaya for compatibility with Avaya Predictive Dialling System (PDS) version 12 SP4.
“As a Premier member of the Avaya DeveloperConnection program, it is imperative the latest versions of our products are compliant with Avaya technology,” states Kevin Clark, CEO of synTelate Corp. “We are delighted to continue to strengthen our relationship with Avaya and successfully complete compliance testing of synTelate v3.0 with the most widely deployed version of Avaya’s PDS. synTelate utilises the advanced capabilities of the Avaya PDS to benefit contact centres seeking to deliver market-leading outbound services.”
The Avaya DeveloperConnection Program is an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.
As a Premier member of the program, synTelate Corp is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab in Guilford, U.K. There a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-breed capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.
“By offering compliance testing to the many innovative companies like synTelate Corp who are members of our DeveloperConnection program, Avaya promotes fully interoperable solutions that help businesses unleash powerful new possibilities,” said David Sheldon, EMEA regional director of the DeveloperConnection Program, Avaya. “They are able to use Intelligent Communications to connect employees and customers to information from wherever they are, over whatever device they have available – getting more out of their multivendor network and delivering new value to their bottom line.”
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