Syntec claims it is enjoying a 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”.
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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