Features and Benefits of Cincom Synchrony Inbound Contact Management
Smart Screen Pop – When an interaction is delivered to the agent desktop, the customer’s identification is automatically searched, whether it is by phone number, e-mail address, account number or any other unique identifier, and the record is delivered immediately to the agent.
Customer details are retrieved, and an overview of the customer’s history is displayed. Smart Screen Pop enables the agent to immediately get to the business of servicing the customer, thereby reducing the time and costs of interacting.
Universal Queuing and Intelligent Routing – Synchrony enhances the customer and agent experience by efficiently delivering interactions to the appropriate agents based on customer value or other business requirements.
- Universal or Multi-Channel Queue – Synchrony queues interactions across all channels, including phone, e-mail, chat and fax. This not only provides a single location for managing the incoming flow and routing of interactions and transactions, it also enables complete decision-making, more effective customer conversations, higher customer satisfaction, increased agent productivity and complete reporting.
- Intelligent Routing – Synchrony’s intelligent and skills-based routing capability connects customers with the appropriate agent for each interaction. Routing rules can be customized very granularly, enabling various types of routing decisions. For example, you can route based on geography, profitability/value, agent skills and previous agent-customer interaction. Intelligent routing improves service levels and maximizes your agent resources.
Self-Service Portal – The self-service portal provides the flexibility to share information with your customers, thus reducing call volumes. From your website, customers can check account status; update profiles; submit, modify or view the status of open tickets and use knowledge resources to solve their own issues using text search or hierarchical navigation.
Synchrony tracks and integrates the activities from the self-service portal for a complete customer view and comprehensive reporting.
Agent Anywhere – Synchrony can deliver interactions to any remote agent equipped with a high-speed internet connection and a voice line if using the voice channel. This capability increases agent satisfaction and productivity by allowing flexible working options, and eliminates geography as a barrier to finding the best agent talent.