Syntalyze

Telecoms and MVNOs

Device support that ends in a result, not a call.

"My data is not working" could be a setting, a plan, a network event or the handset. Syntalyze narrows it with one question, walks the customer through the fix on their exact device, and runs the account journey when the answer is a transaction.

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Content

A device library you do not have to write

Bureau content packs cover handsets, tablets and routers with step-by-step walkthroughs and specifications, maintained by the content team and licensed to your library. Your own settings, such as your network name and access point, are substituted into every step automatically.

Diagnosis

The right device, the right issue

When a symptom fits several products on the account it asks the one question that narrows it. Issue trees route a slow-data complaint through the checks in order, and specifications answer "does this phone support 5G" from the data rather than a guess.

Journeys

Balance, bill, SIM swap, address change

Workflows identify the customer, read the account and act: check a balance, pay a bill, change an address, order a replacement SIM. Each calls your APIs as it goes and hands to an agent with the context gathered when it cannot finish.

What customers get

Fixed in the chat, not in the queue.

My data isn't working Three checks in order on their exact handset, then a fix. No call.
Why is my bill higher this month? The usual reasons from your own help pages, then this month and last month fetched from billing and the difference explained line by line, then paid, all in the chat.
Where's my repair? "On the way, due Thursday", read from the engineer's own update. Set a signal on the job and the status is waiting in the chat the moment they sign in, or in their inbox, before they ask.

Channels

The same answer on the web, in the app, in the IVR and beside the agent.

One library is rendered natively per surface. Web chat on your site, the agent desktop in the contact centre, a partner API for your own app or assistant, and voice prompts for the IVR. A change to a walkthrough reaches every channel at once.

Content is localised at step level, so a customer who writes in isiZulu, Spanish or French is answered in that language, with the on-screen labels left exactly as their handset shows them.

  • Walkthroughs rendered as steps with screenshots, inline in the conversation
  • Intent analytics: which devices, plans and issues drive contact, cost and dissatisfaction
  • Outage spikes raise an alert and can switch on a holding answer automatically
  • Agents work the same workflow from their desktop, with the customer already identified
  • Professional suits a smaller MVNO; Enterprise brings volume pricing, single sign-on, extra languages and a dedicated region

Put it on a test page with your own plans.

Paste your website address, add a device content pack, and ask it the questions your contact centre hears most. Fourteen days free.

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