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Cincom Enhances the Customer Experience in the Contact Center
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Cincom Enhances the Customer Experience in the Contact Center

February 21, 2007

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By Susan J. Campbell,
TMCnet Contributing Editor

 
An enhanced version of the Cincom Synchrony customer experience management software is now generally available from Cincom Systems. This new release addresses the need to proactively reach out and follow up with customers in a relevant and timely manner, as a means of enhancing customer relationships and improving communications.
 
Cincom Synchrony 7.0 was deigned to merge outbound capabilities with its inbound functionality and its powerful unified agent desktop and analytics. Any size business with any size budget can now operate a blended contact center taking both inbound inquiries as well as participating in outbound campaigns and individual callbacks.
 
Synchrony’s unified agent desktop manages all interactions as it maintains in a single screen, all of the back-end applications and resources an agent needs to interact with customers. With Synchrony’s analytics and reporting, data from all activity is captured for a complete view of the customer and the contact center’s performance.
 
The contact center has proven to be a critical success factor as companies continue to vie to attract and keep customers. Merely responding to a customer’s inbound query is no longer sufficient. Contact centers must be able to reach out with reminders, status updates, customer-valued offers and fulfillment.

"The outbound component of contact centers has morphed from the old days of telemarketing and phone solicitation to a more relevant outreach that enhances existing customer relationships," explained Randy Saunders, marketing director for Cincom's Customer Experience Management products, in a statement.
"We see a huge opportunity for companies to use outreach to improve customer service, enhance customer relationships, and make the contact center even more vital in a customer experience management strategy. The new functionality, combined with the hosted deployment option, gives even the smallest enterprise access to an affordable, yet extremely powerful inbound-outbound-blended contact center," Saunders added.

The new Cincom Synchrony offers numerous outbound capabilities, such as a variety of dialing strategies, campaign and list management, individual callbacks, and personalized automated fulfillment.

Simple outreach to sophisticated promotional and collection campaigns are possible through outbound dialing strategies. Dialing choices include preview, time preview, progressive and predictive. Outbound campaigns can also be blended with inbound activity so that agents stay productive even when inbound traffic ebbs.

When inbound queues grow, outbound agents can then be automatically assigned to incoming inquiries to ensure that customer service levels remain high. Synchrony also provides proven campaign and list-management tools to help support outbound activity.

Many interactions between the contact center and the customer require follow-up, yet many centers are not streamlined to deliver on the promised contact which results in poor service and time-intensive, repetitive and often expensive fulfillment. Synchrony promises to improve the customer experience by ensuring timely, dependable and appropriate follow-up through scheduled callbacks and personalized automated fulfillment.

"Customers appreciate the promise -- and the execution -- of follow-up communication on a specific issue," added Saunders. "This is an area where organizations can really stand out in delivering a satisfying experience in the contact center."

The effective and efficient management of the contact center and all of its activities is an enormous challenge as there are so many elements to consider to ensure that the customers’ needs and expectations are met while also remaining within budget and performance criteria.

Cincom appears to understand the important role that the contact center holds for the organization. Maintaining a loyal customer base is often the responsibility of the contact center, putting significant pressure on the ability of its agents to deliver a satisfying experience for the customer. Synchrony is designed to make that task even easier and if it performs as promised, it will likely see fast adoption within the industry.
 
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
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