Unifying customer interactions across all channels
Our agent desktop software empowers agents and enhances customer experience through a single interface.
Syntelate XA
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Navigate seamlessly across all channels
Syntelate XA focuses on your agents so they can focus on your customers. Truly omnichannel, Syntelate XA's unified agent desktop supports blending of voice, chat, email, and SMS. Compliance-tested telephony integrations and approved third-party solution providers deliver robust and safe services.
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Guided conversations for enhanced customer interactions
With Syntelate XA, agents can access dynamic scripts displayed directly on their desktops, guiding them through calls with precision and expertise. This not only ensures consistency in communication but also empowers agents to deliver an exceptional customer experience every time.
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Deployment options tailored to meet your requirements
Syntelate XA can be deployed on premise, your cloud or ours. Syntelate XA simplifies the integration process through custom-built connectors that act as the bridge between XA and your target system, whether it's your CRM, order APIs, or other data repositories.
Unified Agent Desktop
Agents handle every channel from the same interface - the agent desktop, including CRMs and other external information systems. Customise the desktop to suit different agent teams.
Voice
Inbound and outbound: choose from leading telephony systems and diallers, or use VOIP. Pro-active contact (progressive or preview dialling) and IVR also available.
Dynamic Scripting
Display a script on the agent desktop to guide agents through calls. Merge CRM data, log script flows, and combine with Syntelate XA actions to reduce agent effort and improve results.
Web Chat
Standalone or integrated with AI chatbots, Syntelate XA's web chat gives you optimal results. Features include AI Rewriter, surveys, smart text, transcripts, leave a message, auto-replies, and attachments.
Agents handle emails from their agent desktop, and can use dynamic content features like AI Rewriter and snippets. Syntelate XA supports Microsoft Office 365 and Microsoft Exchange, Gmail and SMTP.
Messaging & Social Media
SMS, WhatsApp and Facebook Messenger let your business connect with your customers on their preferred channels. Features like smart text and AI Rewriter help agents deliver great customer service.
Voice of the Customer
Capture key details before an interaction and afterwards automatically send an email or SMS to give customers a short survey about their experience. Customise your surveys by adding rules.
Voice of the Agent
Listen to your agent feedback to shape coaching and service improvements. Voice of the Agent surveys agents after every interaction, so team leaders know when to give support.
Enhanced by AI
Syntelate XA's AI connectors help agents engage with customers faster and easier, and give supervisors insights from report data at the click of a button.
CRM & Integrations
Integrate your existing CRM, information systems, and third-party services with Syntelate XA to leverage the potential of your customer data.
Supervisor Desktops
Syntelate XA gives team leaders the tools they need to manage agents, channel and skill groups, inbound queues, disposition codes, quality scoring, and many other operational areas.
Dashboards and Reporting
View, filter, and export real-time and historical data on the activity in your contact centre. Use the insights to improve performance and forecast demand. Connect the data feed to your MI system to conduct deeper analyses.
Senior Operations Manager, one of the UK's Big Six utilities providers
“Inisoft’s solution has helped drive improvement and efficiency within the department and has been essential in driving further growth.”
Success StoriesBenefits for the business
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Reduce agent handling time and improve first-contact resolution
The unified agent desktop makes life easy for your agents by giving them the information they need when they need it - so you'll help them provide solutions to your customers faster and to a higher standard. Decrease costs and boost agent morale through improved productivity.
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Reduce call volumes
Use digital channels to reduce call volumes and satisfy your customers by using the services they prefer. Email, chat, and social media messaging channels in Syntelate XA come with features that raise efficiency and uplift quality, too.
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Consistent customer experiences
Use dynamic call scripting to effectively manage and influence your customer journey. Guide agents through complex processes to become experts, driving the conversation to positive results while reducing training time.
John Posnett, FPC Delivery Manager and Case Management Business Lead, BMA
"Syntelate XA has helped bring the BMA a significant improvement in the quality of our membership support."
Success StoriesEmpower your agents
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Enhanced visibility
As soon as a customer gets in touch, Syntelate XA matches on their phone number, email address, or social media username and opens the customer’s record, displaying their interaction history too. That way, your agent is given the context before the conversation gets truly started.
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Boost their confidence
With all the information they need at their fingertips, and scripts to guide them even through complex calls, your agents will have the confidence they need to provide an excellent service to your customers.
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Freedom to focus
With fluid blending between different interaction types, and with everything held in one place, your agents will spend their time helping your customers – not navigating multiple complex systems.