Indosoft SYNQ

SYNQ Unified Communication Platform

SYNQ’s Unified Communications platform provides your business with all the tools you need to manage and communicate with your customers. It supports many types of media, such as:

• Phone calls
• SMS
• E-mail
• web-chat, and
• video calls.

Our innovative infrastructure, professional architecture, and customer service expertise are what your business needs to reach the highest performance and cost-efficiency. SYNQ delivers a high-value set of applications, APIs, consulting, and support services in one solution. Across multi-tenant or a single-tenant environment, cloud storage or on-premise, SYNQ offers customized solutions for your unique IT needs. Infrastructure management with multi-cloud managed services, professional services, and managed application services to empower your communication channels through your enterprise.

SYNQ key features

SYNQ is designed to keep your business up and running:

• Optimize performance with a comprehensive activity bar tool
• Experience enhanced performance and high-level security
• Focus on the highest value leads and sales through real-time analytics
• Create and deploy applications on a custom infrastructure
• Leverage data-driven strategy
• Increase satisfaction and Build Customer Loyalty
• Accelerate teamwork and collaboration

SYNQ provides the following applications

HQ

SYNQ HQ enable administrators to set up features, configure the system, and monitor agents and users. Administrators control all user privileges and access to entities in the system. Administrators assign roles to individuals, allowing them to see, create and update information in the system.

HUB

SYNQ HUB is designed to help you combine multiple data sources and find the correlations necessary to make critical decisions. It offers a single dashboard solution that updates in real-time, keeping you up-to-date so you can find insights and meet performance goals.

UC-PBX

PBXs are the backbone of business enterprise communications. From auto-attendants, extensions and voicemail, to queues, ring groups, and conferencing, PBXs provide the tools necessary to reach and connect with the people who make a business successful.

CRM

SYNQ CRM has an intuitive user experience, a clean interface and requires minimal time to get started. It brings all customer information into one cohesive, complete and always an up-to-date unit. Agents have the ability to solve issues quickly and manage sales and services more efficiently. Information in the CRM is useful for the sales, marketing, and support teams. They can share insights, plan successful campaigns, and solve tickets better.

Contact center

SYNQ makes contact with customers and businesses effortless. Offering solutions to enable contact through different kinds of media such as phone calls, web chat, social media, email, and click-to-call features, SYNQ makes call centres a profitable part of the business.

Route

SYNQ Route integrates media channels and enables managing, tracking, measuring and recording the various interactions in a seamlessly and compatible way. Route application offers a skill-based routing and direct customers to the appropriate agent or queue based on individual skill sets.

Features:

• Intuitive interface
• Drag-and-drop capabilities
• Extensive component library
• Create unlimited dial plans
• On-premise installation
• Pre-built generic variables
• Access and Integrate with databases
• Easily create and manage complex dial plans
• Export and share visual presentation of call routing flows

Real-time Activity Monitoring – SYNQ allows you to measure agent performance, troubleshoot issues to prevent downtime, and monitor customer satisfaction by providing real-time data analysis.

System Monitoring – Help managers determine whether their communication and data networks are being used efficiently and allocated in a cost-effective manner. Manage company resources by monitoring network activity, queue times, and abandoned calls, optimize trunking configurations, and call routing effectiveness.

Script builder – An easy-to-use, intuitive tool that allows you to build the most complex scripts to guide your agents during customer engagements, ensuring they have all the information they require and flexibility to react to your customer’s questions without missing sales opportunities or any regulatory requirements.

Features:

• Easy-to-Build Scripts
• Drag-and-drop capabilities
• Reduced Agents training time
• Improve First Call Resolution
• Consistent and accurate customer service
• Extensive widgets library
• Interactions can be recorded and exported as reports to track performance and provide optimization insights

Omni-Channel Work Queues – Help manage large volumes of customer service requests and reduce wait time by routing customers to a skills-base queue allowing them a quick access to a professional. You can resolve their issues and questions effectively, satisfying your customers.

Multi-Tenant architecture – Designed in a way that a single instance serves multiple tenants. Centralized administration ensures confidential data for each tenant is secured.

Benefits:

• Reduces Investment Costs.
• A convenient process to create new tenants:
  • Automated sign-in process
  • Automated configuration of sub-domain/domain
  • Automated setup of default data
• Modules are highly configurable to allow tenants to use the same application conveniently.
• There is no need to build a new and unique data center for every new tenant.
• Optimized utilization of resources.  

Live and Historical Reporting – Detect, capture and records agents activities such as:

• outbound and inbound calls and messages
• live web chats
• calls and emails routing
• abandoned or missed calls

Allowing you to provide custom management reports, analytic reports, alerts and robust presentations.

Hosting and installation solutions

>SYNQ offers multiple deployment types, from single server instances on physical hardware, to multi-server instances running within the Cloud.

Hosted Service Providers – Hosting an in-house program is extremely secure as all the hardware and software is at a single location, and runs off the company’s network. The IT department is responsible for all program operations, such as installation, management, maintenance and recovery and will be able to dictate the various processes within the system.

On-Premise – On-premise software is one of the most common methods of using enterprise and consumer applications. It is installed and operated from a customer’s in-house server and computing infrastructure. On-premise installation control confidential business information of all types including the security measures used for physical access control.

Cloud – SYNQ offers Cloud services enables internet based, on-demand network connectivity that accesses shared resources, infrastructure and software.  A technology that can ensure seamless customer experience as well as improves customer interaction and satisfaction and will retain customers so your business will stay ahead of the competitive environment.

Additional SYNQ services

Self-Serve Support – An elegant, better integrated, user-friendly, omnichannel platform that allows you to provide a faster and cost-effective online customer support, without requiring interaction with an agent. Agents can redirect their efforts to much more complex customer service situations.

Professional Services – Our professional team has experience in current and high-level cloud platforms and technologies, and can support your IT environment across them. We want to help you adopt those technologies and grow your business.

Managed Services – SYNQ’s team offers managed IT services to small, medium & enterprise sizes businesses including comprehensive IT support and consulting solutions, strategic planning, data protection and asset management. To help in streamlining their system administration and lowering IT costs.

Training – SYNQ’s experts provide large training engagements, where courses are offered over an extended period of time, we utilize a network of carefully-selected instructors, engage experienced, dynamic instructors that deliver solid value and a strategic advantage for our clients.