The Right Channel for Every Interaction
Synchrony Express multi-channel capability enables customers to interact with you in the manner they prefer—voice, e-mail, web and fax—while agents use the same intuitive interface regardless of channels. Because the agent has complete visibility into previous interactions they can act quickly and with confidence, resulting in a pleasant customer experience.
Inbound/outbound/blended
Small- and mid-size contact centers are pressed to do more with less. Synchrony Express gives you the flexibility to maximize your contact center productivity by blending responsive inbound with proactive outbound communications. This ensures that critical inbound interactions are handled while follow-up and business development communications remain ongoing as well.
Intelligent Contact Distribution
Synchrony Express connects customers with the appropriate agent for each interaction, based on routing rules that fit your needs. For example, you can route inbound communications based on geography, profitability/value, agent skills, or previous agent-customer interaction, enabling you to optimize your available resources.
The Synchrony Express Multi-channel capability provides:
- Voice, email, fax, chat
- Skills-based routing
- Priority queuing
- Universal queue
- Callbacks
- Blend inbound & outbound
