A unified desktop in the Contact Center lets Agents Focus on What's Important - the Customer

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

Overview
Awards

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 center managers with the tools to optimize the effectiveness of every interaction.

For customer-centric contact centers that prioritize 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 customizable 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 organizations 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.

Learn more about:

Cincom Synchrony™:

Recipient of the 2007 North American Product Differentiation Innovation Award

Year after year, Cincom Synchrony earns the respect of industry experts with its innovations, performance and results. This latest recognition from Frost & Sullivan, Synchrony's 9th award in four consecutive years, is further proof that Cincom's continued investment in its people, processes and technology are in "Synchrony" with its mission of delivering the perfect customer experience in the contact center.

"Today's contact centers are challenged by too much information in all of the wrong places. Agents are expected to know how to drill into a sea of applications, databases, and resources for every customer interaction. Cincom Synchrony's unified agent desktop brings order to the chaos by dynamically presenting exactly what the agents need from all of the relevant sources. We found the Synchrony agent desktop to be an extremely practical and useful tool for any contact center."

-Michael DeSalles, Strategic Analyst, Frost & Sullivan. Read the complete recommendation.

Cincom Synchrony Industry Recognition

	Best of Show - INTERNET TELEPHONY® Conference & EXPO East 2008 "Their innovation and commitment to quality attracted many serious prospects to their booth. Attendees knew they'd find solutions in the Cincom booth that would help them in their businesses today," said Rich Tehrani, TMC President and Conference Chairman. Read the press release		2007 Product of the Year Award - Customer Interaction Solutions Cincom Synchrony's ability to improve agent and contact center effective through its intelligent, dynamic unified agent desktop earned a 4th product award in 2007. Read the press release

	2007 Product of the Year - Call Center Magazine A new administrative module, Synchrony Central, provides a "command center" view delivering all of the information managers need to make effective decisions. Read the press release		Best of Show - Call Center Demo and Conference, Miami 2007 Synchrony merges outbound contact center capabilities with its award-winning agent desktop interface and inbound contact center functionality to win Best of Show award. Read the press release

	Best of Show - Call Center Demo & Conference, Orlando 2006 The editors of Call Center Magazine praised Synchrony's ability to streamline the desktop for agents and managers to view just the information they need. Read the press release		2006 Editor's Choice Award - Customer Interaction Solutions "The most advantageous feature of Synchrony is that it integrates all of a company's disparate databases into a single unified interface," said the TMC Lab editors. Synchrony scored an overall A+ rating following a hands-on product review in the TMC Lab. View the complete report.

	Best of Show Award - Call Center 2005 Dallas The Call Center Dallas award judges praised Synchrony's ability to cut through the clutter at the agent desktop, presenting the agent with a unified view of disparate but related events and data sources. Read the press release.		Gold Award - TechTarget SearchCRM.com Synchrony earned the top Gold Award from TechTarget's SearchCRM.com in the contact center software category. Only one gold award is named in each category. Read the press release.

	Product of the Year 2005 - Customer Interaction Solutions Synchrony earned the Product of the Year Award from Technology Marketing Corporation (TMC)'s Customer Inter@ction Solutions magazine for the second year in a row, building on past successes with new features and capabilities. Read the press release.		Product of the Year 2004 - Customer Interaction Solutions "Cincom Systems has demonstrated to the editors of Customer Inter@ction Solutions that its products have gone the extra mile to help improve both the customer experience and the ROI for the companies that use them," said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Inter@ction Solutions. Read the press release.