Analysts Views

Richard Snow, vice president of Ventana Research, blogs about how “Cincom Drives Winning Conversations.”

“Cincom was one of the first vendors to offer a smart desktop. Founded in 1968, it has a long history of helping companies provide better customer service by using its Synchrony product. This is now being marketed under the slogan “Guiding Winning Conversations,” and the latest version of the product does just that—it guides agents through calls with the goal of delivering better customer and agent experiences and achieving the desired outcome for the customer and the company. The product includes real-time guidance that pops up choices relevant to the call and guides agents on what to do next. The agent also receives relevant information, both about the customer and his or her own performance, which also helps guide the conversation toward the desired outcomes. These features can be used while handling interactions from other channels such as e-mail, chat and self-service, thus ensuring consistency across channels. Cincom has also integrated other technology into the suite so that if the outcome requires a written form of response, it can be created, personalized and delivered with minimal effort.” Read more.

Michael DeSalles, Strategic Analyst, Frost & Sullivan writes about Synchrony regarding the Frost & Sullivan – 2007 North American Product Differentiation Innovation Award for which Cincom was selected based on the unique usability and end-user value engineered into the unified agent desktop. Read the complete recommendation.

“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.”