Call Center

Call Center operators must accurately perform a series of detailed tasks in a demanding, high-speed environment. ISI’s Synchronos® enterprise customer platform helps streamline the process and confirm data accuracy with sophisticated, automated processing that improves Call Center productivity and provides operators more time to focus on customer service, selling, and cross-selling.

On inbound calls, Synchronos immediately searches the database, and either identifies the correct customer record and displays up-to-date account information, or promptly determines that the caller is a new customer requiring set-up. To efficiently set up a new customer, Synchronos uses its integrated productivity tools to validate the given address, check address and phone number for signs of potential fraud, screen the caller against client-specified suspect and/or sanctions lists, and quickly reveal any connections to existing individuals and businesses within the database. While all of this is happening, the operator is free to continue answering the caller’s questions, taking the order and/or suggesting other products, upgrades or special sales.

On outbound calls, Synchronos’ unique platform and 360° profiles provide total management of call tracking and database updating — in real time — for all clients, across all campaigns, from all sources and in all formats. It analyzes campaign results, providing the critical information needed to drive improved productivity of future campaigns, and creates new call lists that are always of the highest quality — clean, de-duplicated, and updated with the results of past campaigns.

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