Intelligent call routing

Syntec’s innovative network-level systems enable you to route incoming calls in the most effective way for your organisation. Contact centre managers can dynamically route calls based on call volume, time of day, expertise of agents and a whole range of other factors.

Dynamic call routing in real-time

All  our services are accessible in the cloud via a simple web interface through which you can check the status of all your Syntec services. You can then use this interface to set up general rules for call routing and also to change how you route your calls in real time in response to the conditions in your contact centre.

All these services are provided centrally within the Syntec switching centre, freeing you from the need to acquire, program or maintain any equipment. Services can be deployed and cancelled as circumstances dictate – providing solutions for emergencies as well as planned reconfigurations. Services can be programmed to respond in conjunction with a flexible time-switch, and can be combined to provide sophisticated call management systems.

Syntec’s ResponseTrack software also allows you to add further dynamic call routing capabilities such as putting the caller through to the right department based on what they have been looking at on your website.

Key features at a glance

  • Divert on busy and no reply
  • Geographical map
  • Split call plans
  • Call queuing
  • Music on hold
  • Virtual switchboard
  • Auto attendant
  • Call recording
  • Voicemail
  • Data acquisition
  • Information retrieval

Basic RGB