• Andres Hurtado Rangel

Join the CCaaS race with SynerTechCloud Contact Center


“Midmarket and enterprise contact centers have historically relied on expensive applications from multiple vendors to power operations, creating disparate data and making it difficult to gain complete, 360-degree views of contact center operations and customer experiences, Until Now”

So of course, a Cloud Solution makes sense to come in and save the day, and provide these capabilities at a much more accessible level.


This also coincides with our previous thoughts on VOIP Providers: it’s all about providing agents with the tools they need to create a consistent customer experience. This in turn enables representatives to provide better service to their clients and customers. As these Contact Center platforms help your agents do better work and can provide customers with a better experience, leaving them happy; it’s a win-win situation.


Agents can then also focus on improving their own critical skills, and not familiarity with a platform.


SynerTech has a particularly strong focus here, already working to innovate the market by uniting solutions into a seamless platform with CoreCall Control. Based off of existing SynerTech tools, other functionalities of SynerTech’s new (CCaaS) Cloud Contact Center as a Service include:


  • CRM Integrations – The SynerTech Cloud Contact Center is capable of integrating directly and seamlessly with some of the most popular CRM options on the market, for example Salesforce.com, Zendesk and Oracle.


  • Monitoring and Recording – A crucial aspect for almost any business, SynerTech of course also provides call recording along with live monitoring to provide real-time visibility into call, IVR, and queue volumes. Organizations can then better optimize their center’s processes to compensate wherever necessary.


  • Outbound Campaigns – Manage and automate your outbound campaigns with powerful features and tools like predictive and automated dialing.


  • Cross-Channel Analytics – As their platform enables contact centers to manage their omnichannel experiences, SynerTech also included predictive analytics to help anticipate the needs of customers on any channel while routing them to the best possible agent for the task.

This also doesn’t include some of SynerTech’s existing AI tech and functionality, which has quickly become another incredibly critical aspect of Contact Center development in the last year or so.




Why a Contact Center, Why Now?


But, now that we know what it is we’re talking about, it begs the question: why did SynerTech release a Cloud Contact Center solution, and why now of all times? Well, the first one is pretty easy to answer: a CCaaS offering helps further round out SynerTech’s solutions, and offers capabilities we have been seeing within their competitors.


SynerTech’s platform is already about bridging the gap between channels and communications, just look at CoreCalls Platform as that is what it is all about. So, CCaaS is of course a natural extension for a powerful UCaaS solution such as SynerTech’s, enabling organizations to manage not only internal but external communications as well.


But the second question requires a bit more context: why now?


it seems as if the Contact Center market is going to be one of the latest battlegrounds for UCaaS and UC providers as a whole. CCaaS tools aren’t necessarily new, but what is new is a shift to focus on improving Customer Engagement within the last few years.


This trend has shifted focus from just providing a number to call, to providing a complete powerhouse of support to truly help customers — just look at the shift from outsourced to in-house support, organizations have realized that customers demand a positive experience.


So, the demand for a new focus is there from the customers, and providers are now quickly rising to the demand, just as Twilio, RingCentral, and Vonage have done recently, just to name a few others. Seeing your competitors ratchet up the focus is just another compelling reason to make the move, just as SynerTech did here.


What Does SynerTech Bring to the Table?


As I pointed out before, SynerTech already places a strong focus on providing a seamlessly integrated portfolio that works together. The provider has recognized that combining everything into one connect platform, users can gain better control over their communications and interactions.


What’s Inside?


SynerTech Contact Center sets up agents with a desktop that can fully integrate with voice, email, web, SMS, and CRM solutions, providing call control or pop up screens based on Caller ID, IVR information, or customer data from a CRM.


Bringing everything into one interface prevents lost time and focus from switching between applications, and reduces errors that result from distracted agents and incorrect information.

A cloud based contact center solution gives businesses of any size the advantage of successfully connecting with customers simply and efficiently. 


SynerTech Contact Center as a Service (CCaaS) aggregates the tools end users need to meet their goals and satisfy the needs of your business. 


√ IVR

√ Dialers (Outbound Call Control)

√ Workforce Management

√ Call Recording

√ Live Web Chat

√ Email ACD

√ SMS

√ Call Back In Queue (CBIQ)

√ Third Party Integration

√ Customization/Professional Services


Omni-Channel Communication

In a contact center environment, agents need the ability to manage their incoming and outgoing communications while providing customers multiple methods of getting in touch. CoreCall Control Contact Center does this by offering omni-channel communication from a single interface, covering SMS, email, voice, and live chat. With communications management features such as Callback in Queue and Email ACD, agents have all the tools they need in the system to effectively manage communications across multiple media.


For additional information, visit https://www.synertechcloud.com/ccaas

or any inquiry email to sales@synertechsolutions.com


#cloudpbx #continuity #ccaas

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