Inisoft Ltd.

Contact centres use Syntelate XA, an agent desktop that brings telephony, data entry, scripts and third-party tools into one application.

One agent desktop for every channel

Syntelate XA combines several communications technologies in a single application, giving agents one interface across every channel. It includes a telephony toolbar, data entry forms and agent scripts, and it adds third-party integrations, so that resolving a customer query happens in one place. The suite was developed in consultation with working agents, with the aim of personalised conversations and better performance from the contact centre.

Supervision and a visual builder

Behind the agent desktop sit supervisor administration tools, so managers can monitor each day's activity and adjust things as they happen. Team leaders and administrators use a visual builder to design scripts and reshape agent desktops without writing code. The product runs as a web application.

Advisgo Flow and Kapture Insights

Advisgo Flow provides process-driven flows that guide agents through each customer interaction, built with a no-code interface that makes them quick to design and easy to change. The company says these flows reduce training time and improve first-contact resolution. Kapture Insights adds AI-assisted reporting, with a disposition coding system that records customer intent and sentiment, daily team surveys, structured executive reporting and no-code configuration for campaign and group settings.

Sectors served and support

Sectors that rely on the software include retail, healthcare, government and charities, along with finance, insurance and media. For help, the company runs a customer support hub with documents, videos and guides, and a ticket route for urgent assistance. Inisoft Ltd. presents Syntelate XA as a platform that fits many different operations, rather than a single size suited to all.