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Consulting for Contact Centres


Our core strength lies in designing enterprise architectures and in defining technology solutions that support your business. Whether you are starting from scratch, looking to build a new Contact Centre, seeking to introduce new applications or technologies into your legacy environment, or searching for viable options to address identified business opportunities, Syntelica offers a proven and robust methodology that will assist you in defining your roadmap.

Working with your business goals, Syntelica will identify technology options that are right for you. We will detail implementation strategies and calculate your potential ROI. From assisting you with your business case, to gaining critical buy-in from stakeholders, to deploying and integrating your infrastructure, we are committed to helping you deliver results.

Our Solution Development portfolio provides your enterprise with a viable roadmap, allowing you to better understand how and when to invest in the technologies that best support your strategic goals.

Our Solution Development Portfolio focuses on key areas of Contact Centre systems, and includes:

  • Operational Review & Needs Assessment
  • Technology & Infrastructure Audit
  • Architecture Review and Customized Technology Roadmap
  • Solution Proposal, ROI & Business Case Development
  • Implementation Planning and Deployment
  • Application Development and QA
  • Systems Integration
  • Support Transitioning and Training Services

In addition, our Solution Development Portfolio captures the following systems and applications:

  • Telephony (ACD / PBX)
  • Interactive Voice Response (IVR), DTMF and Speech
  • CTI / CRM
  • Predictive Dialer
  • Multimedia Contact
  • Call Recording & Quality Monitoring
  • Workforce Management / Scheduling Systems
  • Contact Centre Reporting & Knowledge Management Tools
  • Middleware and Integration layers, including Host system integration and customer data store development

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