Our integration with PureCloud, PureConnect or PureExchange means any customer can make use of all the data and events available via Genesys, to both trigger and enhance our Synaptum® omnichannel CX feedback insight – automatically and on any channel.
Our solution gathers feedback on every customer contact channel including phone, SMS, web, email and chat and our survey Datafuse® merges the available customer data to deliver real-time analytics, insights and alerts, proven to drive positive customer satisfaction performance higher.
Synaptum is available directly within PureCloud as an integrated solution and can be implemented at the press of a button, collecting powerful insight, triggered by PureCloud events, in real-time.
Able to connect to the various PureConnect cloud and premises deployments, Synaptum will capture real-time CX insight about customer engagements, CX analytics, workforce performance and drive proactive alarms.
Cloud, premise, or hybrid automated CX surveys, up and running in days and collecting real-time contextual feedback about journeys, using world-class intelligent routing.
Email, web, phone, chat, cellphone or whatever, when a Genesys channel is used by your customer, Synaptum™ will collect real-time feedback triggered by the Genesys event you want to measure.
VIRTUATell’s Synaptum® combined with Genesys delivers powerful intelligence and CX feedback automation options using our real-time cloud or on-premise multi-channel survey solution. CXbots, instant alerts and a powerful reporting and dashboard portal drives customer experience levels upwards. With easy integration with Genesys to automatically trigger any of our vSurveys, eSurveys or mSurveys, you can collect feedback on every customer contact point or journey event.
Features and Benefits
Fast Genesys integration
We get automated surveys up and running out-of-the-box in days, not weeks. For PureCloud, it’s seconds!
Real-time feedback on the most convenient contact channel a customer prefers.
Increased customer satisfaction & retention
Use real-time proactive actions that are proven to drive increased customer satisfaction and retention levels.
Increased staff accountability
Real-time dashboards with current and easily understood results are available to all levels of the organisation.
DataFuse® metadata integration
Meld all the data you have available with your survey results for powerful analytic and cross reference insights into the important KPI’s.
CXBot® works in real-time to use the Genesys knowledge to ensure the questions we ask are relevant, short and relate to their recent event, drives response rates upwards.
Cloud or On-Premise?
VIRTUATel’s unique architecture and design means you benefit from the same robust, flexible platform, wherever you need it