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March 31, 2011

Syntellect launches new CIM 8.0 offering

Integration with SCP for comprehensive handling and management of all voice interactions

By CBR Staff Writer

Syntellect, a provider of contact centre and self-service technology, has launched its new Customer Interaction Management (CIM) 8.0 offering.

The CIM version 8.0 comes with new enhancement including: a new auditing feature that helps ensure compliance and logs a complete audit trail with reports of system changes made by agents, supervisors and system applications; integration with Syntellect Communications Portal (SCP) for comprehensive handling and management of all voice interactions on a standards-based voice portal; and agent and resource manager module updates that increase usability and provide flexible desktop integrations.

The iVault now has partitioning of the interaction views to ensure that Agents only have visibility to the appropriate data; decision manager enhancements enable more flexible reports; and new localisation kits for configuration manager, iVault and QIM.

The company said additional features will be available in the second half of 2011 that include: inbound and outbound SMS message support through native interfaces, third-party aggregators, client user interface overhaul using thin client technologies, supervisor/agent messaging enhancements and support for VMware ESXi.

Syntellect portfolio management product director J R Sloan said the integration with SCP for CIM’s voice component provides a complete standards-based, unified communication offering.

"SCP handles all voice interactions, including direct and queued inbound and outbound calls, abandoned callbacks and in-queue voicemail," Sloan said.

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