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Consulting for Contact Centres


In today's complex Contact Centre environment, systems often evolve to become tightly integrated, inter-dependent entities. They are called upon to be smart, responsive and predictive, using a variety of customer information and behaviour profiling data to segment, prioritize and process every interaction.

Moreover, client interaction history has become a critical tool in achieving customer loyalty and in identifying service improvement and cost reduction opportunities.

Accomplishing these objectives requires integration - between infrastructures, applications, databases. This sharing of information between systems is at the heart of advanced Customer Relationship Management, and it requires a great deal of considered thought to get it right, the first time.

At Syntelica, we understand that systems integration requires a varied array of skills - conceptual, architectural, technical. That's why Syntelica's approach consists of drawing upon the best in-house skills, as well as those of our select strategic partners, who we have recruited to support a vast portfolio of systems integration capabilities. Together we provide you with a seamless approach to your integration needs, making your business more agile and enhancing your customer's experience.

Syntelica's Integration Services Portfolio provides you with the following services:

  • Telephony Integration (ACD-CTI-IVR and Adjuncts)
  • Desktop
  • Middleware and Host System Integration
  • Customer Profile Data Store
  • Convergent Networks and IP Telephony

“We are committed to the design and deployment of technology solutions that improve contact centre performance and facilitate the achievement of business goals”.