Description of Synthetix
Synthetix are specialists in creating omni-channel online customer service software. Using our Self-service Cloud and Contact Centre Cloud technologies our clients have reported a first time resolution rate of at least 90%, building strong customer engagement and satisfaction levels.
Dynamic FAQ search tool
Uses Natural Language Processing (NLP) enabling customers to self-serve timely, accurate answers to their questions in multiple languages. The touch-friendly, responsive designed interface is optimised for web, tablet, iOS and Android platforms to help meet mobile computing requirements consistently across all channels.
Synthetix Virtual Agent
Can help to troubleshoot customer issues with guided, conversational assistance with a structured series of questions and then make decisions based on their answers.
Dynamic Web Forms
Forms that adapt to your customers’ choices and integrate with knowledge and Live Chat
Live Chat
Compared to email, Synthetix Live Web Chat can resolve up to *8 times as many customer enquiries in the same period of time. Live Chat from Synthetix aggregates live key stroke presses, helping agents to anticipate the nature of a query, before a customer submits a question. Callback functionality option also available.
Agent Knowledge-base
A knowledge-base of articles which assists contact-centre agents, slashing training times and average cost per call
Email Management
Automatically assign emails to specific agents, spot trends and potential issues
