Don’t Leave Customer Experience to Chance
Synchrony intelligently guides your agents, step by step, in even the most complex customer-service and up-selling situations, enabling them to respond quickly and appropriately to each customer. Agents not only have fingertip access to all of the information needed for every interaction, but they are insulated from mundane tasks that do not add value to the customer interaction. Cincom Synchrony ensures consistency and compliance across all touch points as well as a better experience for both the customer and the agent.
Intelligent Guidance not only provides written guidance about what to say to a customer, it also overlays the supporting applications so the agent doesn’t have to weave in and out of multiple systems to get to the appropriate information. This way, a great deal of the complexity and time-consuming activities that lead to poor customer experiences are removed from the interaction. Intelligent Guidance also equips the agent with personalized recommendations, offers and answers in real time, so that the customer truly appreciates and values the interaction.
Far Beyond Scripting – The Unique Value of Intelligent Interaction Guidance
Synchrony assists and guides agents during customer interactions in a manner that goes far beyond traditional scripting. Synchrony’s intelligent guidance is a full interaction process automation and guidance solution of which scripting is only a basic feature.
Simply stated, the ability to consistently deliver smarter interactions depends upon each agent’s behavior. This includes their ability to remember, understand and correctly apply process, business domain and product training. It depends upon their ability to adhere to policies, practices and regulations. They must adapt to regular or even frequent changes to these items and modify their approach accordingly. All of this dependency is placed on a group of people who often are paid the lowest wages, and may have limited education and experience. In addition, there is typically a high churn rate, forcing the organization to start over again with new individuals far too frequently.
Addressing these challenges, Synchrony’s intelligent guidance system:
- Empowers agents to respond quickly and correctly to each customer in each situation
- Equips the agent with personalized recommendations, offers and answers in real time
- Automatically accesses the right resources (applications, data, web pages, etc.) as required in the specific context of each interaction
- Eliminates mundane tasks within interaction processes that do not add value to the organization or the customer experience, resulting in significant cost savings as well as dramatic efficiency, effectiveness and quality gains
- Introduces new , high-value components to the interaction that leads to unparalleled excellence in customer experience
- Ensures consistency and compliance across all interactions and ensures immediate adaptation of all changes
- Enables fast roll-out of new guides and updates at the business line level (those who own and know the processes to define and maintain the guidance themselves)
Intelligent Guidance actively and dynamically guides each agent through each interaction to ensure correct, consistent, high-quality, efficient processes, packed full of high-value process components. The result is better experiences and outcomes for the customer, the agent and the organization.
With Synchrony’s powerful combination of Intelligent Guidance and a customer-focused unified desktop, your employees are equipped to deliver smarter interactions that are consistent, differentiated, personalized and valuable—all hallmarks of a successful customer experience.
