LOW Total Cost of Ownership – HIGH Return on Investment
Cincom Synchrony Express provides departmental-level or small to medium call centers with an integrated contact center-in-a-box to deliver exceptional customer experiences and better, more efficient service. Part of the IBM Smart Business Platform, you get an unmatched customer service solution with worry-free IBM hardware, implementation and service.
Powerful Functionality Made Powerfully Simple
Synchrony Express encompasses three core capabilities that help you improve your ability to service customers:
- Multi-channel interaction management
- Unified agent desktop
- Reporting and analytics
Multi-channel interaction management: Advanced routing and queuing ensures interactions are managed in a universal queue and distributed to the appropriate agent based on your business rules (such as skills-based routing or most-valued-customer queues).
Unified agent desktop: Synchrony Express optimizes every interaction by organizing and leveraging existing resources to present the agent with only relevant information. Free of searches, multiple logins and toggling between applications, and armed with a single 360-degree view of the customer, the contact center agent can deliver superior customer experiences and service consistently and efficiently. And multi-channel capability ensures that the interaction is in the customers preferred channel – voice, email, web, or fax.
Reporting and analytics: Proactively manage both your agents and the customer’s life cycle, providing complete visibility into the contact center.
Do any of the following sound familiar?
Your customer experience suffers from:
- Long hold times
- Irritating transfers
- Repetitive communications
- Apologetic agents
- Inability to resolve issues in a timely manner
Your contact center performance suffers from:
- Low levels of productivity
- High costs
- Lost business
- Lack of insight into performance and other metrics
Synchrony Express was created specifically to efficiently address these issues for formal and informal contact centers.
Learn more about Synchrony Express: