Announcing Syntelate XA 3.0.0

Syntelate XA 3.0.0 released

Inisoft, experts in developing the software businesses need to modernise their contact centre, have just launched Syntelate XA 3.0.0. This latest version provides Sentiment Analysis, a major new feature for the Agent Desktop and Dashboard Desktop. Other improvements include the ability to save descriptive notes to an action in Action Builder, and the ability to use autowrap on calls handled through the Noetica telephony channel.

Syntelate XA, trusted by hundreds of brands to transform their customer contact operations, empowers agents to deliver the best customer experience. Known for its versatility and user-friendly design, our omni-channel product facilitates seamless, personalised interactions across all channels and can be deployed on-premises or in the cloud.

What’s new?

Sentiment analysis

Sentiment Analysis is a new AI connector for the Syntelate XA Agent Desktop and Dashboard Desktop. On the Agent Desktop, sentiment analysis is performed on customer messages and emails and on agent messages and emails. By giving agents a visual indicator of the customer’s emotion and feedback on the agent’s replies to the customer, you help your contact centre fine tune its service in terms of quality and efficiency.

On the Dashboard Desktop, the Sentiment Analysis report provides insights into customer sentiment across each of your contact centre channels. The report can be segmented by individual agents, which shows team leaders which agents are managing well and which agents need support.

Available from Inisoft, Sentiment Analysis can be easily added to your existing instance of Syntelate XA.

Book a demo to see it in action and enjoy a no-obligation call to discuss the benefits that Sentiment Analysis could bring to your business.

Resources

• Sentiment Analysis user documentation
• Release note 3.0.0
• Syntelate XA product page
• Syntelate XA documentation
• Business partners

About Inisoft

Inisoft specialises in developing customer experience software which transforms contact centres into engagement hubs that champion the customer.

Based in the United Kingdom and with a global network of business partners, Inisoft helps businesses across the world to create better customer interactions and achieve desirable business outcomes. Inisoft are passionate about designing improvements that deliver significant ROI and growth.

Our contact centre product Syntelate XA provides a unified agent desktop that supports blending of voice, web chat, WhatsApp, social media messaging, email, and SMS. Compliance-tested telephony integrations and approved third-party solution providers help you drive quality customer relationships and grow revenues.