Cincom Synchrony

The solution, primarily meant for contact centers offers immediate access to all relevant customer information with its multi channel customer experience management system

Wednesday, April 01, 2009

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Visualize a typical contact center where you call and ask for a solution if your PC or Laptop is not working. Or take an example of bank, where you usually call or send an email for any query regarding bank statement, loans, credit cards, etc. There are indeed multiple channels through which a customer can reach a contact center. Apart from these, there are organizations whose customers use fax, web chat and SMS to contact them. For example, enterprises that provide support for products often provide a live web chat help desk for customers.

However, given the plethora of means through which customers can reach contact centers, it becomes really difficult to manage customers' requests including prioritization, taking requests to the right person and tracking them individually for increasing the level of interactivity. Cincom Synchrony is a software which provides a single solution to all the above issues. With its unified agent desktop, enterprises can look forward for better productivity and customer experience.

The benefits
Cincom Synchrony let's you manage all the available channels from one single interface with a complete unified architecture for your contact center. It provides agents with a feature rich user interface that enables agents to view details about the customer from a single tab. This solution increases the level of customer experience by incorporating proper workflow and scripts into agents module.

Whenever a customer dials in to a contact center, the call is automatically transferred to the appropriate agent in the contact center. It is also posible that the call is first routed to an IVR and then to Cincom Synchrony. The solution then decides which agent the call should be transferred to. Now, when the call comes to an agent, a tab opens up automatically, and details of the customer are displayed then and there. The details are displayed only if the customer is an existing customer of yours; else the agent needs to fill up the details for the first time. Apart from the customer details, Cincom Synchrony also displays to the agent customers previous interactions with other agent within your contact center. This helps the agent to know the customer better, in terms of previous issues, issues resolved, etc. This solution also offers the agent to schedule a call back for the customer. In case the customer is busy and asks to make a call back, then agent can immediately arrange for a call back from the same window. If for example, the agent who scheduled the call back is not present , then automatically the next free agent is assigned for the call back, and the necessary details are automatically displayed on the agents desktop.

When someone logs in to the administration page of Cincom Synchrony, he is automatically taken to dashboard, which provides a shortcuts to different option of Synchrony such as, monitory, workflow editor, configuration, etc.

The unified agent
In a typical enterprise environment, all the customer related data are not stored in a single database. Hence it becomes very difficult if the agent needs to search for information -like customer history, knowledge resource, contacts, etc, while interacting with the customer. Besides, an agent might also need some other tools, such as conversion tool or rather a guide conversion tool. It becomes really cumbersome to work around more than three windows on your desktop.

With the workflow editor option in Synchrony, it becomes easier to customize the workflow according to your buisness needs.

The unified agent of Cincom Synchrony helps in getting work done more smoothly in your contact center.

Moreover this also reduces the costs spent on each agent for training them. As they no longer require to learn three different databases or some other application. In case you require any other tool than that can be easily integrated to the Synchrony unified agent, with help of Cincom support.

Virtual Contact Center
Cincom Synchrony offers a great deal to the existing contact centers. The virtual contact center is a hosted model offered by Cincom Synchrony. So if you are looking for setting up a contact center, then in this current economic slowdown, it's better to opt for a hosted model. This will save you the cost of hardware, software and other IT equipments, and also make the deployment faster. You can have flexible workforce working from around the world. It gives you the option of finding skilled personel from across globe and hence reduce the cost of training them. As the contact center is hosted on the Internet, you can actually implement work-from-home concept and hence save cost on infrastructure. With the help of virtual center manager, you can view the details of status and activities of agents in real time.

Management
Cincom Synchrony provides you a very elaborative configuration manager. With the help of this you can configure phone, fax, mail and chat session for the agent. You can also create routing profile for telephony sessions. With the queue manager, you can play around with agents. For example your organization has two campaigns, and first campaign is experiencing a lower number of workforce compared to the second. And suppose the second workforce has some agent free, than you can shift those free agents to the first campaign and neutralize the work load.

Synchrony also has BI capabilities in it. With the reporting and analytics, it enables you to take detailed look on customer activity and let you analyse easily. It also allows you to create and export custom reports for references.

Bottomline: Given the features, it's well suited for your customized needs.

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