Responsive Inbound and Proactive Outreach

Enables Better Customer Communications

With the unified agent desktop as the hub, Cincom Synchrony enables agents to handle inbound, outbound or a blend of both types of customer interactions across all channels - including telephony, e-mail, chat, fax, web collaboration and call back. All customer interactions are handled through a single desktop allowing agents to simultaneously handle multiple interactions across multiple channels. Synchrony includes intelligent queuing, routing, and dialing or you can use your existing investments in communications.

Responsive and Proactive Interactions Build Advocates

When a customer has a problem or question, the contact center is typically the first stop to get that issue resolved. Synchrony?s sophisticated inbound capabilities intelligently routes interactions to the most appropriate agent. And if on a hosted platform, that agent can be located anywhere, enabling a virtual contact center model. Synchrony integrates inbound channels into a single unified desktop, providing a complete view of the customer and any prior interactions, as well as the necessary tools and resources to respond quickly and effectively.

But how can you extend the conversation behind handling inbound queries? Proactive outreach blends with inbound and lets you schedule outbound activities to further enhance the experience. Organizations that are driven toward providing exceptional contact center experiences are finding that the ability to automatically contact a client for follow-up or send a personalized fulfillment package can truly set the organization apart. Customers typically carry high expectations for responsive inbound but are ?pleasantly surprised? when an organization reaches out with valuable follow-up. When the contact center exceeds expectations, you are more likely to create advocates and build your business.

Some of the benefits of both responsive inbound and proactive outreach across all channels include:

• Enhanced contact center experiences that the customer is more likely to share with friends and colleagues
• Improved first call resolution and overall service levels
• Customers can interact in the manner they prefer and the contact center is able to respond consistently and accurately across all touchpoints
• More productive and effective agents

Synchrony protects and leverages existing contact center investments. For example, if you already have a PBX/ACD or e-mail management system in place, you can continue to use the existing technology and then implement new channels through Synchrony. Additionally, Synchrony provides agents continuity across all channels, which enhances productivity and simplifies training.

Learn more about:

• Unified Agent Desktop
• Analytics and reporting