Unlock business potential: Top benefits of using our documentation site

Hidden potential

Author: Simone Hutchinson, Technical Author, Inisoft

Did you know that Inisoft has a public documentation website and that you can use it to unlock business potential? Inisoft’s Online Help shows you how our products work. What you see on the Online Help is also supplied in PDF guides, which you can download from the Online Help. The Online Help is a valuable resource for our clients and their contact centre operations teams. And it’s completely free to use.

Supporting decision makers

Our Help site enables decision makers to:

• Discover use cases: See videos and written examples of realistic business scenarios demonstrating the use cases of various Syntelate XA features.
• Explore the user experience: Product documentation is a great place to learn about the agent experience and the customer experience.
• Evaluate product capabilities: Before you buy or upgrade, research technical product information such as the release notes and the Syntelate XA Designer and Syntelate XA Studio topics.

Achieve good business outcomes

We know it’s difficult to easily understand how software functionality maps onto desired business outcomes. The documentation site can help you with that.

Reduce operational cost and increase quality

Visit the Online Help to learn about software features that help reduce operational costs. Some examples include:

• Automation: The documentation tells you how to set up AI-powered reporting, email rules, bulk email, fulfilments, interaction routing, and many other automated tasks.
• Smart content: Find out how to configure time-saving, quality-boosting smart content for message-based channels. Syntelate XA features such as auto-responses, smart text, snippets, and AI-powered rewriter are documented on the Online Help.
• Joining up separate systems: Read about channels, data sources, integrations and connectors for Syntelate XA that help to remove waste workload and improve business processes.

Improve employee satisfaction and performance

The documentation site describes each feature available in Syntelate XA that helps agents to support customers and carry out their work effectively. Some examples include:

• Handling blended interactions on the agent desktop
• Seeing the customer history
• Viewing interaction transcripts
• Learning from sentiment analysis ratings
• Transferring interactions to team leaders
• Following scripts and other call guidance
• Using Voice of the Agent to improve agent coaching
• Configuring Voice of the Customer surveys
• AI productivity tools for agents and managers
• Filtering and exporting reports

The site also helps team leaders and managers discover how to use Syntelate XA to look after their team’s workloads, coaching needs, and performance results.

Free product support and training

As well as reference material, the Online Help provides videos, tutorials, and step-by-step instructions. You can promote these resources to your teams to help them understand how to use the product. And, you could use the Online Help in your training program for employees.

If you would like advice on using our documentation in your training program, send us a message from our Customer support page.

Reviewed by subject-matter experts

Inisoft’s product documentation is peer reviewed by subject-matter experts from our software engineering, product, and management teams.

Visit the Online Help

You can find the Online Help at: https://help.inisoft.com

About the author

Simone Hutchinson is a technical author at Inisoft and a member of the Institute of Scientific and Technical Communication (ISTC). With expertise in editorial and production across digital and print publishing, Simone has an undergraduate BSc (Hons.) degree in multimedia design and technology from Brunel University, London, and MPhil and MLitt postgraduate degrees in English literature from the University of Glasgow, Scotland.