Strategy: You may need assistance in helping to develop your Customer Experience Management (CEM) strategy, including how you are perceived in the market, what customers value, and the gaps between what is valued and what you deliver. Cincom works with CEM and brand partners, using proven methodologies to clearly define the brand promise and how that promise should be delivered.
Business Transformation: Stripping out and automating the tasks and processes that are not contributing to valuable interactions is a critical step. The idea is to ensure that any time your agents spend interacting with customers is enhancing their ability to deliver a better experience, increase profits or reduce costs. Typically, IBM, along with Cincom’s team of contact center specialists, provides the business-transformation services to optimize and align business processes to support the strategy.
Technology: Synchrony guides contact center employees to deliver the designed experience. It provides advantages over traditional contact center solutions because it focuses on what is valued by the customer and the organization, and insulates and automates those tasks and processes that merely waste time and add frustration. A mash-up of enterprise systems, applications, databases and resources provides a single view into the customer. Unlike other technologies, Cincom Synchrony brings the customer experience full-circle with its personalized communication suite that lets companies automatically produce and deliver documents based on what occurred during each unique interaction.
With Synchrony’s powerful combination of intelligent agent 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.
Cincom Synchrony guides your employees to deliver smarter interactions that keep your customers coming back for more.