Customer Relationship Management (CRM)
Syntelate XA can integrate with your existing CRM system, or you can use Syntelate XA as your CRM – whatever suits your business.
Where you use your existing CRM with Syntelate XA, data held in the CRM can be displayed in the Syntelate XA agent desktop. If an agent updates the customer’s details during a call, then these are automatically written back to your CRM. What this means is that, instead of your agents having to navigate multiple applications during a call, your agents can access everything they might need in one place: their unified agent desktop.
If you choose to use Syntelate XA as your CRM, you’re free to define the information that you want to hold about your customers. Add whatever fields you wish, to capture whatever data you want. You can also migrate your customer data to Syntelate XA from another system.
Your Data Universe
One of the first things you’ll do in Syntelate XA is define your data “universe”. This tells Syntelate XA where all your data is stored. If your customer details are stored in a separate CRM system, it’s here that you’d define that.
Once you’ve defined your universe, your designers simply don’t have to worry about where your data comes from. Syntelate XA does all the hard work for you, reading data from the correct place and writing data back to the correct place. This leaves your designers free to focus all their attention on what they should be doing: designing the best desktops for your agents and writing the most helpful scripts for your agents.