Each year, Gartner identifies Cool Vendors in key technology areas and publishes a series of research reports highlighting these innovative vendors and their products and services. Synthetix has been awarded 'Cool Vendor' status in CRM Customer Service for 2010.
Cool vendors are small vendors that offer innovative products and services and have the potential to change and affect the market in a significant way.
Moving into the new growth economy in 2010 and beyond, organisations are looking for the next wave of innovation that can help them improve customer service, support activities and experiences. Gartner recognise that Synthetix are a software company that provide such innovation.
Gartner said 'With approximately 32 players in the Virtual Assistant vendor space that are mostly focussed on service related activities, it is interesting to see one that is multi talented and can focus not only on service provision but also on sales and marketing. The intelligent knowledge base that is supported by natural language focuses on conversational dialogue to provide the user with an experience as if engaging with a real person. No learning curve and minimal knowledge of computers is required. To encourage a conversational dialogue the Synthetix smartAgent virtual assistant is often implemented with a friendly face which offers an appealing human element.
Synthetix faqtAgent is Synthetix' FAQ knowledge-base which automates customer service through the web for organisations who do not require a Virtual Assistant. Also enabled with natural language processing the faqtAgent Virtual Assistant ensures help content is delivered correctly quickly, reducing calls to the contact centre and building customer satisfaction. The Synthetix brandAgent Virtual Assistant has been developed specifically for marketing and brand enhancement and can be deployed in conjunction with digital agencies for client campaigns'.
Peter McKean, Managing Director at Synthetix commented 'We're delighted to be selected as one of Gartner's 'Cool Vendors' - it's a great validation of the innovative customer service experience we've designed for diverse clients such as London 2012, Travelodge and Yorkshire Building Society.'