Syntec has enjoyed
a record period of new business from new and existing customers in the UK and
internationally since completing it’s rebranding from Syntec Telecom in 2014.
Colin Westlake, Syntec’s Managing Director commented
“Our re-branding 12 months ago symbolised the migration of the business into a
full suite of integrated telecoms and proprietary systems for contact centre management”. “Our
combination of network-level and cloud solutions is proving to be a winning
formula, with organisations both large and small making the move from ‘on-premise’
to more flexible, multi-tenanted hosted services”.
Syntec’s solutions
fall under four product lines:
AgentCall – ‘cloud contact centre management solutions’
CardEasy – PCI
compliant ‘keypad payment by phone’
ResponseTrack – tracking
& analytics ‘measures your marketing’
Syntec Telecom –
‘network-level innovation’
New contracts in
the last year have been with customers spanning a diverse range of sectors
including e-commerce; financial services; travel; utilities; insurance;
consumer goods and services; outsourcers; and even other telecoms providers.
Simon Beeching, Business Development
Director, added “CardEasy has been
our bestseller, as all merchants with contact centres now have to resolve PCI
DSS compliance for card payments over the phone. As well as de-scoping mid-call
and IVR voice transactions from the regulations by keeping sensitive card data
out of the contact centre environment, we are now developing CardEasy into a multi-channel
secure payments platform, to include webchat and e-mail and to integrate with the multi-channel
capabilities of our AgentCall management software”.
One of the key
drivers behind Syntec’s growth in the last year has been this level of
integration of Syntec’s services required by customers. Miele for instance, early adopters of the
CardEasy payment system, also wanted AgentCall and After-call Surveys to manage
their customer service even better.
Teletext and Truly Travel extended their use of Syntec’s ResponseTrack
software for call tracking, to the ScreenView facility it offers alongside AgentCall.
This allows agents to see information on
callers, where they came and what they’ve been looking at, even allowing them
to view the webpage the caller is looking at in order to service the enquiry
and convert the sale. Charles Tyrwhitt,
the men’s clothing retailer were similarly already using Syntec Telecom numbering
and SIP- hosted contact centre management and have also recently added the
CardEasy ‘keypad payment by phone system’ to their Syntec services.
A number of the
company’s new customers in the last year have also contracted multiple
integrated services from Syntec from the outset, including organisations
looking to deploy the services in their own contact centres, as well as outsourcers
and other intermediaries using Syntec’s systems to improve the service they
provide to their own customers, including
Capita.
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