A unified agent desktop brings a host of advantages to the contact center. Any center that is challenged with multiple applications, complex processes and workflow, and less than desirable customer care and customer experience metrics, can benefit from Synchrony Unified Agent Desktop. Below are some of the features and functionality delivered in Synchrony.
Synchrony tracks, manages, and defines relationships between and within organizations. An “e-address” such as a customer’s phone number, e-mail address, account number or social security number triggers a look-up of a complete, detailed history of the customer. Using this single e-address as the portal to a customer record allows agents to transfer and escalate callers seamlessly because the agent desktop shares all relevant information.
Resource and Content Management
Synchrony’s unified agent desktop organizes and leverages existing content and resources such as websites, intranets and other knowledge sources into decision trees or access lists. Agents see only those information resources that are relevant to the interaction. By automatically exposing and organizing these underlying resources, agents save time that is otherwise spent on searches, logins, navigation and toggling between sources.
All interactions – voice, e-mail, chat, fax and self-service – are handled through a single, comprehensive interface allowing agents to handle many interactions across multiple channels simultaneously. Agents have visibility into the universal queue and can search, interact and respond without leaving the agent desktop. This continuity across all channels enhances agent productivity and greatly simplifies agent training, saving both time and money.
Synchrony provides tools to manage customer issues from beginning to end through activity and task management. This functionality gives visibility into issues, service levels, and customer value by tracking everything associated with a particular case. From the unified agent desktop, a complete history of activities, tasks and follow-up status are immediately accessible.
Smart Tab Into Multiple Applications
Synchrony’s unique Smart Tabs are the most common way to expose an application or system such as billing, ERP, inventory, order entry and others on the agent desktop. Smart Tabs change dynamically based on the activity or contact type, presenting only what agents need for a specific interaction. With a single agent desktop and Smart Tabs, agents are faster and more responsive because everything is at their fingertips. Plus, training is minimized because agents only need to learn Synchrony – not a multitude of supporting applications.
Data Entry Simplified
Rather than entering information into multiple systems (a time-wasting and error-rife feat), Synchrony equips your agents with a single point of data entry. Agents simply enter data from the Synchrony unified agent desktop and it is passed back into the exposed system. This single data entry point increases agent productivity and accuracy by eliminating the need for re-keying into multiple systems.
A Single Agent Desktop for your organization
With a chameleon-like functionality that changes and adapts to the needs of the current user, Synchrony empowers each business, division, department or group to completely customize the type of information presented on the agent desktop down to a very granular level. This flexibility helps to increase revenues through cross-selling and up-selling, improve service levels and productivity and provide a memorable customer experience.
Expose Systems Versus Integrating
Most businesses have multiple legacy systems and applications that agents must access for a full view of the customer. These disparate systems are typically not integrated because of differences in their architecture, plus the complexities, cost and development time required to integrate is prohibitive for many organizations. Synchrony’s agent desktop exposes only the relevant information and resources for each specific interaction. A data access layer allows Synchrony to leverage data that resides in existing front-end and back-end systems versus replacing or integrating systems. This framework and system collaboration process eliminates the integration challenges of data replication and associated data currency and accuracy issues, and can be completed in days, not months or years.
An Enterprise-Wide Application – Beyond the Contact Center
Synchrony’s agent desktop is not limited to the contact center. The unified agent desktop can be a valuable tool throughout your enterprise. Marketing, sales, finance and support teams can all take advantage of a 360-degree view of the customer. With Synchrony, all personnel can gain the valuable customer insight that is needed to build profitable and lasting customer relationships.