List of Inisoft Syntelate XA Customers
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Since 2010, our global team of researchers has been studying Inisoft Syntelate XA 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 for Call Center 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 for Call Center include: Otto Group, a Germany based Retail organisation with 41186 employees and revenues of $117.63 billion, Kura, a United Kingdom based Professional Services organisation with 2318 employees and revenues of $100.0 million and many others.
Contact us if you need a completed and verified list of companies using Inisoft Syntelate XA, 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.
The Inisoft Syntelate XA customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Kura | Professional Services | 2318 | $100M | United Kingdom | Inisoft | Inisoft Syntelate XA | Call Center | 2016 | n/a |
In 2016, Kura implemented Inisoft Syntelate XA as a Call Center application to centralize inbound contact routing, workforce forecasting and agent adherence visibility. The deployment supported multi-site operations and multiple concurrent work streams across Kura's service footprint. The implementation operated alongside existing platform tooling, with teams ensuring the efficient operation of NICE Workforce Management, Citrix, SynTelate and Avaya platforms.
Inisoft Syntelate XA was configured to manage automatic call distribution and inbound call routing, while executing operational forecasting workflows including seven day re-forecasts and break optimisation. The implementation surfaced shrinkage prediction and absence trend analysis into staffing plans, and provided agent activity and adherence monitoring to support service level attainment.
Integrations were maintained with NICE Workforce Management for planning data exchange, Citrix for desktop delivery and Avaya for telephony connectivity, reflecting an orchestration layer between telephony, WFM and agent desktops. Operational coverage included multiple site locations and separate work streams, with responsibility for inbound call distribution across those streams.
Governance and process changes accompanied the rollout, with daily operational meetings across sites and weekly client handover meetings to align performance to contractual expectations. Operational practice included liaison and escalation to Team Leaders and a Service Performance Manager, enabling monitoring and intervention to ensure client demand was delivered without breaching contractual agreements and to achieve required staffing levels.
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Otto Group | Retail | 41186 | $117.6B | Germany | Inisoft | Inisoft Syntelate XA | Call Center | 2016 | n/a |
In 2016 Otto Group implemented Inisoft Syntelate XA in its Call Center environment, completing the implementation in just over two weeks. The deployment included installation, connection to Avaya Proactive Contact, training of the Syntelate administration team, and creation of initial outbound campaigns to enable rapid campaign rollouts.
The implementation configured outbound campaign management, adviser screen delivery of campaign information, survey scripting with on screen guidance, and direct entry of customer responses. Otto created a stock of archived Syntelate campaigns to accelerate new campaign creation, enabling teams to call up and edit previous campaigns rather than authoring from scratch.
Integration with Avaya Proactive Contact was a core technical element, enabling Syntelate to orchestrate outbound dialing and to surface contextual customer data on adviser screens. Operational coverage focused on outbound campaign teams and contact center advisers, with administrators controlling campaign templates and advisers executing campaign scripts and surveys.
Governance and process changes included training of the Syntelate administration team, establishment of archived campaign templates, and reduced reliance on printed materials and formal staff briefings. These workflow shifts supported faster adviser onboarding and allowed new campaigns to be turned around much more quickly.
Outcomes reported by Otto include faster access to campaign and adviser performance information, a reduction in after call work time from up to 2 minutes to an average of 2 seconds, and improved adviser efficiency when conducting surveys. The number of Syntelate agent licenses was doubled within three months of the initial installation, and Syntelate’s flexibility to display order delivery status and full account context contributed to improved customer retention.
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