Outbound Call Center Featured Article

Affinion Chooses Syntellect to Provide Outbound Call Center Services

By Carolyn J Dawson
TMCnet Contributor

Affinion International, a leading innovator of customer to brand marketing, protection and travel products, has recently announced that the company has chosen Syntellect (News - Alert) Inc. to provide automated telephone services for customers. Syntellect is a global leader in telephone self-service software solutions and according to the terms of the agreement, its UK partner CCT will help to provide automated telephone services for customer management. Affinion states that the company has already experienced an immediate improvement in efficiency of their customer service operations.

In a release, the Head of Client Services, Affinion International, Andrew Mutch, said that, "This service is of critical importance to ensure that during peak call periods, Affinion International delivers best in class responsiveness for priority services highlighted by our customers in a comprehensive survey. The provision of this channel together with enhanced online services represents major steps forward in how Affinion International offers continuous improvements for our substantial and loyal customer base. We are delighted to work with CCT and Syntellect to introduce this solution. We pride ourselves on delivering service level agreements and customer experience excellence and the Syntellect IVR platform is another key tool in meeting present and emerging customer needs."

Affinion handles thousands of calls from customers each day and as a part of its strategic planning. The company would like to exceed customer service expectations and responsiveness. To achieve this, Affinion International has formed a partnership with Syntellect to provide a new automated service which will improve the speed of caller identification, thereby improving the customer engagement and retention experience. Syntellect was chosen because of its standards-based technology and CCT's customer relationship strategy, which helps to gain a deep understanding of client goals. Syntellect offers a cost effective, flexible, scalable and resilient system.

Affinion’s product range includes: Sentinel Gold card and key protection service; PrivacyGuard protection against identity theft; PCProtectionPlus software protection and fraud insurance for PC users; Safe2Go, which generates additional revenue for businesses; LeisureTime ,which offers a unique range of leisure offers; Shoppers Advantage which provides shopping savings on essential purchases, luxury items and regular food shopping; and Travellers Advantage, which  guarantees 5% reduction against lowest price holidays, free airport lounge access and one free European flight. Syntellect caters to the needs of high-technology, financial services, help desk, utilities, government, healthcare and consumer products industries. Some of Syntellect's key solutions for contact center include, Syntellect Communications Portal, Syntellect CIM, CT Connect, PhoneLink - Salesforce.com, CT Connect for Siebel;, VoiceXML (News - Alert) Studio, CT ADE, and Voiyager.