List of Inisoft Syntelate XA Web Chat Customers
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United Kingdom
Since 2010, our global team of researchers has been studying Inisoft Syntelate XA Web Chat customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Inisoft Syntelate XA Web Chat for Chatbots and Conversational AI from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Inisoft Syntelate XA Web Chat for Chatbots and Conversational AI include: Government of Quebec, a Canada based Government organisation with 275600 employees and revenues of $95.23 billion, Kura, a United Kingdom based Professional Services organisation with 2318 employees and revenues of $100.0 million, Money Advice Trust, a United Kingdom based Non Profit organisation with 251 employees and revenues of $38.0 million, Independent Age, a United Kingdom based Non Profit organisation with 138 employees and revenues of $18.0 million and many others.
Contact us if you need a completed and verified list of companies using Inisoft Syntelate XA Web Chat, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Government of Quebec | Government | 275600 | $95.2B | Canada | Inisoft | Inisoft Syntelate XA Web Chat | Chatbots and Conversational AI | 2023 | n/a |
In 2023, the Government of Quebec implemented Inisoft Syntelate XA Web Chat. The deployment is categorized as Chatbots and Conversational AI and was delivered as an omnichannel unified agent desktop to support citizen services through MTESS in Québec.
The implementation configured Inisoft Syntelate XA Web Chat as an integrated agent workspace with web chat handling, centralized email handling, enhanced reporting, and agent workflow controls. Functional capabilities emphasized omnichannel conversational routing, unified interaction queues for web chat and email, and manager-facing SLA and performance dashboards provided by the Syntelate XA platform.
Integration work included a direct integration with Avaya Aura for telephony and contact routing while consolidating email channels into the Syntelate XA agent desktop. Operational coverage focused on citizen services workflows managed by MTESS in Québec, bringing chat and email handling into a single desktop to reduce context switching for agents.
Governance and process changes centralized interaction handling through the unified desktop, standardizing agent workflows and reporting lines to support SLA monitoring. The Inisoft case study reports improved agent satisfaction, streamlined workloads, and better SLA and manager dashboards as outcomes of the Syntelate XA deployment.
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Independent Age | Non Profit | 138 | $18M | United Kingdom | Inisoft | Inisoft Syntelate XA Web Chat | Chatbots and Conversational AI | 2017 | Kura |
In 2017 Independent Age engaged Kura to operate its helpline and Kura implemented Inisoft Syntelate XA Web Chat to deliver omnichannel contact centre services for the charity in the United Kingdom. The deployment uses Inisoft Syntelate XA Web Chat, classified under Chatbots and Conversational AI, to support phone, email and web chat channels for frontline helpline operations.
Configuration focused on multichannel session management and web chat handling, with routing logic to distribute inquiries across phone and email queues and to web chat agents. The implementation leveraged Inisoft Syntelate XA Web Chat capabilities for conversational handling and contact distribution, aligned with contact centre workflows for queuing, session handover, and agent desktop orchestration.
Kura served as the implementation partner and ongoing operator, centralizing helpline governance and day to day contact centre management under the Kura Independent Age contract which began in 2017. Operational scope is the United Kingdom helpline and contact centre function, with Kura using the Syntelate XA deployment to scale helpline operations and to introduce web chat as an active channel as indicated in public reporting.
Public sources report the Kura Independent Age engagement and the use of Syntelate XA to scale helpline activity, confirming the application relationship between Independent Age, Inisoft Syntelate XA Web Chat and Kura for omnichannel contact centre delivery. The narrative links the Inisoft Syntelate XA Web Chat application to helpline service delivery, contact routing, and operator level governance managed by Kura.
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Kura | Professional Services | 2318 | $100M | United Kingdom | Inisoft | Inisoft Syntelate XA Web Chat | Chatbots and Conversational AI | 2015 | n/a |
In 2015, Kura deployed Inisoft Syntelate XA Web Chat to support its UK contact-centre operations. The deployment positioned Inisoft Syntelate XA Web Chat as a unified agent desktop within the Chatbots and Conversational AI category to consolidate multi-channel customer interactions.
Kura configured the platform to run web chat alongside voice, email and SMS channels, delivering a single agent interface for handling concurrent sessions. Functional capabilities implemented included CRM-guided agent flows, scripted agent guidance, and unified customer context to support session transfers and escalations. The implementation used Inisoft Syntelate XA Web Chat to surface active session history and conversational context directly in the agent desktop.
Integrations centered on CRM-guided workflows that present customer context to agents and steer agent actions, enabling service orchestration across web chat, voice, email and SMS. Operational coverage targeted Kura's contact centre operations across the United Kingdom, impacting customer service and contact centre agent workflows.
The Kura case study reports outcomes after introducing web chat including a 17% reduction in calls, a 30% reduction in AHT and high CSAT. These results are associated with the multi-channel deployment and the unified agent desktop provided by Inisoft Syntelate XA Web Chat.
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Non Profit | 251 | $38M | United Kingdom | Inisoft | Inisoft Syntelate XA Web Chat | Chatbots and Conversational AI | 2019 | n/a |
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