[May 14, 2013] Intelliverse and Cincom Systems Partner to Offer Cloud-Based, Multi-Channel Contact Center Solution Tweet May 14, 2013 (Close-Up Media via COMTEX) -- Intelliverse, a company focusing on cloud applications, and Cincom Systems, a worldwide software provider of customer experience management (CEM) solutions, announced the integration of Intelliverse's Automatic Call Distribution (ACD) and Cincom's Synchrony intelligent agent desktop. According to a release, with all transactions managed by a universal queue, a single interface for all customer interaction channels (phone, email, chat and fax) provides one lens into all relevant information, including CRM systems, legacy applications and external resources. This intelligent agent desktop, along with multi-channel interaction management, provides a high-value, low-cost contact center solution for inbound and outbound environments. Intelliverse has been providing scalable communications solutions for 29 years, and for the past 44 years, Cincom has provided software to optimize business operations and customer communications. The combined solution offers decision modeling and process workflow automation, which not only streamlines complex and non-value add tasks, but also harnesses the experience and expertise of a business' knowledge experts (typically a small percent of the organization's staff) into designed experiences that can be delivered by lesser-skilled employees. Plus, the cloud-based nature of the solution makes Computer Telephone Integration (CTI) available with any phone environment, including at-home agents and wireless devices, which can be especially helpful for disaster recovery planning. "Contact centers are expected to consistently deliver reliable and efficient service across an increasing number of channels," said Randy Saunders, Cincom's CEM program director. "With this combined solution, workloads and processes are simplified. Customers can choose to contact their favorite businesses however they like and expect the same, quality service." "I'm very excited because this integrated cloud solution levels the playing field," said Sean Gordon, CEO of Intelliverse. "By leveraging the combined Intelliverse-Cincom solution, any size business can maximize the value of all customer interactions, regardless of how the customers want to communicate, and provide world-class customer service without having to invest the time and money to buy and integrate technology." More Information: http://www.intelliverse.com http://www.cincom.com ((Comments on this story may be sent to [email protected])) [ Back To TMCnet.com's Homepage ]