The perfect customer experience in the contact center, every time.
 
  • Overview

Rich Functionality Designed to Deliver a Consistent, Differentiated and Valuable Customer Experience

Agent-assisted interactions are the domain of Cincom Synchrony™. An intelligent agent desktop combines with inbound and outbound multi-channel interactions and a comprehensive suite of analytics and reporting to arm agents and contact centre managers with the tools to optimise the effectiveness of every interaction.

For customer-centric contact centres that prioritise the time spent with customers, Cincom Synchrony provides these valuable components:

Unified agent desktop – The Synchrony unified desktop increases customer satisfaction by giving agents the right information at the right time so they can interact knowledgably and efficiently. A unified agent desktop puts everything relevant at the agent's fingertips-no wasted time searching for information or transferring calls to more informed agents-ensuring consistent, accurate and satisfying experiences.

Analytics – Synchrony's analytics and reporting provides visibility into the customer's entire life cycle. This component connects everything captured about interactions and transactions, and identifies the crucial indicators of success.

  • Real-time monitor
  • Analytical OLAP cubes
  • Standard and fully customisable reports
  • Web-based access

Agent-assisted interactions: responsive inbound & proactive outreach – Interact efficiently and effectively for increased productivity and customer satisfaction. Customers can interact in the manner they prefer-voice, email, web or fax-and the agent has complete visibility into each customer case through the desktop. And if you've already invested in your inbound or outbound channels, you can leverage these channels by adding just the Synchrony desktop functionality to streamline customer interactions while building upon your current processes.

Most organisations can improve customer relationships by proactively reaching out with relevant communications such as scheduling reminders, case updates, appropriate offers, or service notifications about delays, changes or cancellations as examples. Rich outbound functionality combines with the inbound interactions and the powerful agent desktop to give complete visibility and control in managing experiences.

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