The Next Generation CTI Product for Siebel 7 & 8 Customers

PHOENIX — Existing Siebel 7.x CTI Connect customers now have a cost-effective, like-for-like solution that offers a simple upgrade path to enhanced CTI with the latest versions of Siebel CRM. Syntellect PhoneLink for Siebel provides upgrading and new Siebel customers with the same enhanced CTI functionality of CTI Connect while helping to protect their CRM investment now and in the future.

Syntellect PhoneLink for Siebel is a CTI application built on the same award-winning technology as Siebel CTI Connect and increases the efficiency of Customer Service Representatives (CSRs, Agents) by enabling features like Screen Pop and Click-to-Dial for contact centers using the Siebel CRM software.

Syntellect PhoneLink provides Siebel CRM customers with a simplified migration path that:

• Protects their current Siebel CRM, Siebel CTI Connect and telephony infrastructure investments
• Enhances the current Siebel CRM user experience
• Upgrades Siebel CTI Connect with a like-for-like next generation Syntellect product

“Siebel CRM users have come to expect business continuity and reliable, scalable technologies as part of their CRM deployments. Syntellect PhoneLink for Siebel provides both, allowing users to seamlessly upgrade Siebel CTI Connect without sacrificing performance or the existing investments in PBX or telephony infrastructure,” said J.R. Sloan, Vice President of Product Management and Marketing. “The reality is that Siebel CTI Connect users will get increased functionality and the ability to expand existing or upgrade to newer versions of Siebel CRM. Syntellect PhoneLink virtually guarantees their CTI investment now, and in the future.”

More About Syntellect PhoneLink for Siebel

Syntellect PhoneLink software, a like-for-like replacement for Siebel CTI Connect, can reduce call time by 10-20 seconds per call simply by providing customer information to an agent’s desktop as they simultaneously receive a customer call. Using Syntellect PhoneLink you can instantly retrieve and screen-pop customer-related information to the agent’s desktop as the call arrives to the agent. Receiving customer details on your screen at the same moment you receive the incoming call means you are able to give a better and more immediate response to the customer, driving towards a first call resolution for every customer. Automatically seeing key details about the customer, such as notes from previous conversations or order history, means your staff can offer a more personalized service.

Syntellect PhoneLink’s Click-to-Dial capability means that telephony functions are integrated into the Siebel Softphone application allowing agents to more quickly make outbound calls. Dialing out automatically with a single mouse click from the PhoneLink application on your computer saves time and is more accurate, so if you make a lot of outgoing phone calls, the cumulative time lost to wrong numbers can be substantial and may be avoided.

For more information, please visit Syntellect.com.

About Syntellect

At Syntellect, we help our customers create, maintain and continuously improve superior end-to-end service for their customers – personalized service that values their preferences from the way they contact a business, to the level of help desired. We measure our success by our ability to implement and continuously support solutions for our customers. With two decades of pioneering leadership and thousands of solutions deployed globally, Syntellect is a premier provider of enterprise-class contact center solutions for the utilities, financial services, government, high-technology, help desk, consumer products, and healthcare industries.

Syntellect is headquartered in Phoenix, Arizona, with additional offices in North America, the United Kingdom, Croatia and Singapore. For more information about Syntellect, Inc. visit www.syntellect.com.