SYNERGY VISION PARTNERS

Steve Earle

(909) 241-8660

Steven.Earle@synergyVisionPartners.com

www.synergyvisionpartners.com

Synergy Vision Partners is a technology focused company dedicated to providing leading edge solutions to worldwide businesses in strategic management, collaboration, call and data center deployments and virtual infrastructure implementations.
Combining focused expertise, customer-driven innovation, and platform independence, SVP provides a comprehensive portfolio of software and hardware solutions including consulting, call center management, sales and support.www.SynergyVisionPartners.com

Over many years I have worked with a broad range of telephone systems from all of the major providers with a wide variety of technologies. Lately most of the technology advances have been in the VoIP based platforms typically delivered by Avaya and Nortel for the Call & Support Centers I have been involved with and built internationally. These platforms tend to be very expensive to implement and maintain and any changes or additions require extensive long range planning and execution to have any chance of getting them right and on time. Invariably in building or expanding a call center they were the “long pole in the tent” i.e. the longest lead time requirement along with circuit acquisition. Another critical element of these systems is the ability to provide meaningful information of call activities to clients via reports or connections to a database for WFM & other ancillary services. It is from this thought, this set of experiences, that I reviewed Northwinds Contact Solutions platform. Would I implement it in call center or distributed enterprise solutions model or stick with the “big steel” approach of other vendors? Well, after reviewing the product and the management console I came away with a resounding YES to all of my questions, this product is the real deal. Many of the solutions I have been asked to provide of late would be cost prohibitive on older architecture platforms which are pretty inflexible when it comes to both standard and non standard environments. Add in the potentially dynamic nature and growth of these environments and the separation between the 2 grows.

 The Northwinds Contact Solutions platform offers many built in features that might require additional applications to be accomplished on other platforms such as IVR and Integrated call reporting, campaign management and many others. In addition it can be expanded quickly without all of the costly components associated with the other competitors from the old school models as well as those in the CaaS arena. Integration with a variety of WFM environments would seem to be available and relatively easy to accommodate
The user console is very intuitive and setting up different functions is easy and the impact is immediate not delayed. All the functions are well documented and follow standard practices so training for administrators is not needed as line managers will be quite capable of performing most tasks. An HTML interface is provided to allow for communication withy legacy applications such as a CRM, ERP or other application to provide real time data flow expediting corporate decision making processes. I can see where the interface specifically between the CRM and this environment would provide critical call disposition information providing a complete view of call metrics not easily available in other applications without significant cost and integration time.
I look forward to exploring this environment in greater detail but at this time Synergy Vision Partners have selected Northwinds Contact Solutions and their product as our go forward partner in solutions we provide to our clients.