The Right Information, When and Where You Need it — on the Agent's Desktop

"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."

Research shows that most contact center agents routinely access three or more different systems or databases during a customer interaction. In addition, they need access to account histories, guided conversation tools (scripting), knowledge resources, contact management, fulfillment, and more. While managing all of these information silos, the agent must also manage the inbound and outbound channels in a consistent and streamlined manner. With all of this happening on the desktop ? or in some cases multiple desktops - it is easy to see how complex the agent?s job becomes as they maneuver these disjointed activities. A disorganized desktop results in poor customer experiences through long handle times, repetition, and unresolved service. In addition, with agents multi-tasking under pressure, they are more error-prone and impatient.

Simplify and Streamline the Desktop to Optimize Agents and the Contact Center

The Synchrony agent desktop simplifies and streamlines desktop complexity, enabling agents to work smarter and faster, significantly increase productivity, reduce handling times, and improve the customer experience.

The Synchrony award-winning unified agent desktop is a web-based interface that is the hub for interacting in the contact center and the window into the customer outside of the contact center. Instantly providing agents with the right information and resources, for and about the right customer, the unified agent desktop enables agents to respond quickly and appropriately to each customer for better, faster, more effective interactions.

The key benefits of a unified agent desktop include:

• Better customer experiences and customer retention
  • Faster response times and empowered agents with access to information to get the job done.
  • Accurate, effective interactions across all channels ? both inbound and outbound
• Efficiencies and savings
  • Increased agent productivity with a greater focus on the customer
  • Reduced agent training saves time and money
  • Satisfied agents who feel effective and productive reduce turnover
• Increased revenue
  • Effectively solve the customer?s initial issue and increase the likelihood and openness to new revenue opportunities.

Learn more about:

• Customer Experience Management
• Agent-assisted interaction management
• Insight to manage your contact center
• Guided, contextual agent scripting