Sylar Cloud
A customer calls on Monday, writes on WhatsApp on Wednesday, replies to an email on Friday and appears in two different campaign databases. In many companies, those five interactions live in five different places, and the agent handling the sixth contact knows nothing about the earlier ones. The customer ends up repeating their story over and over.
The new Contacts 360° feature in Sylar Cloud solves that problem: it gathers all of each person's interactions on a single record, regardless of the channel or campaign they came through.
What a 360° customer view is
It is a single record per person that shows, in chronological order, everything that has happened with them:
- Calls inbound and outbound, with their tagging.
- Chat conversations: WhatsApp, Instagram, Facebook, Telegram and web chat.
- Emails sent and received.
- CRM interactions across all the campaigns where they appear.
- Mass sends they received.
- Satisfaction surveys they answered.
The system identifies the person by ID number, email or phone and automatically merges the duplicate records coming from different databases and channels. When it isn't sure that two records are the same person, it flags them as possible duplicates so a supervisor can decide.
How it boosts the operation
1. The agent serves with context
When receiving a call or chat, the agent sees a contact card above the form with a summary: how many times they have been served, when the last time was, how they rated the service and their activity over the last 90 days by channel. Without asking, they already know whether the customer complained yesterday on WhatsApp or has a pending payment commitment.
2. The customer doesn't repeat their story
Nothing wears down the experience more than explaining the same problem to three people. With a unified history, any agent picks up where the previous one left off, and handling times go down.
3. More first-contact resolution
With the complete information in view, the agent resolves without transferring or saying "let me check". That improves satisfaction and reduces repeat contacts, which are pure cost.
4. Smarter campaigns
When the same person appears in several databases, a unified view lets you contact them only once instead of three agents calling them on the same day through different campaigns. With the one person at a timerule, the dialer and mass sends respect that decision.
5. Respect for those who don't want to be contacted
The Do not contact flag applies per person and per channel (voice, WhatsApp, SMS, email). If a customer asks not to receive calls, the dialer doesn't call them from any campaign and mass sends skip them without charging for the send. This is key to complying with regulations such as Law 2300 in collections.
6. AI also knows the customer
Chat AI agents receive a customer summary before replying, so they also serve with context and don't treat a frequent customer as if they were new.
7. Cleaner data to decide
A database without duplicates gives real reports: how many unique customers you serve, how many times each one contacts you and which channel they prefer. With that information you can plan staffing, channels and campaigns more precisely.
Before and after
| Situation | Without a 360° view | With Contacts 360° |
|---|---|---|
| Customer who writes again | The agent asks everything again | Sees the full history and resumes the case |
| Person in several databases | Called from several campaigns on the same day | Contacted once, with a clear rule |
| Customer who asked not to be contacted | Depends on someone remembering it in each database | Respected across all channels and campaigns |
| Supervision | You have to search separate reports | One record with all interactions and surveys |
Control and privacy
The full history is a powerful tool, which is why it is controlled by profiles: the administrator defines the history period that is shown and which profiles can see it, so each person accesses only the information they need for their job.
Contacts 360° in Sylar Cloud
The feature is included in the CRM of Sylar Cloud, alongside calls, WhatsApp, social media, email and AI agents on the same platform. That way the 360° view feeds itself, with no additional integrations. See the plans and pricing.