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Overview:

2Touch needed a front-end solution to guide agents through conversations with their clients' customers; the solution needed to be deployed within a short timeframe. In addition, 2Touch needed a tool that would save time and energy in setting up new customer interaction processes and making amendments to existing ones. The company also needed to expand its operations with a stable and well accepted customer interaction management software. 2Touch selected the solution offered by Avaya and Noetica Ltd. Because SYNTHESYS is designed for non-technical staff, 2Touch call center management has complete control of the call center. SYNTHESYS is a Customer Interaction Management (CIM) and Predictive Dialer software combining a Service Oriented Architecture (SOA) unified agent front end with a Business Process Management engine.

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Format:PDF
Date:Aug 2007

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