Optimize Customer Interactions and Agent Productivity with Synchrony

The contact center is a critical element in any customer experience management strategy. How well you perform in the contact center directly impacts how customers feel about your product, service and organization. So you have to do it well - exceedingly well – all of the time!

For over seven years, Cincom Synchrony has been at work in contact centers around the world, enhancing communications, improving operational efficiency, and driving better business decisions. Synchrony simplifies the complex environment of today’s contact center, making agents more efficient, productive and satisfied, while simultaneously improving the customer's experience.

Cincom Synchrony is a multi-channel contact center and unified agent desktop solution proven to enhance customer relationships while optimizing agent and business user efficiency. Whether hosted or on-site, Synchrony provides your inbound and outbound sales, marketing and customer service environments with a high-value, low-cost contact center solution.

Unified Agent Desktop
When agents have all of the right information and resources, for and about the right customer – compiled from all relevant systems – and presented at the desktop instantaneously, they are better equipped to respond quickly and appropriately to each customer. Capture and track contacts, organizations, profiles, events, activities and interactions across multiple channels and business systems with Synchrony’s Universal View. By providing transparent views and access to other enterprise applications and back-end systems as needed, Synchrony provides agents with a relevant view of the customer, including complete customer interaction and transaction history, product history, preferences and more. This consolidated view enables agents to hold continuous conversations with customers with an understanding of previous events, across all communication channels. As a result, agents spend less time searching for information, and customer requests are satisfied more quickly and accurately.

Inbound and Outbound Contact Center
Synchrony’s customer interaction management system enhances the customer and agent experience by efficiently delivering interactions to the appropriate agents based on customer value or other business requirements across all channels. With Synchrony, information can be viewed and routed across all interaction channels providing a single location for managing the incoming flow and routing of interactions and transactions. This results in more effective customer conversations, higher customer satisfaction, increased agent productivity and better decision-making. With Synchrony’s outbound manager, you can proactively communicate using campaigns that are optimized for each customer group. Or you can even blend your incoming and outgoing contact centers into a single, highly productive environment. 

Analytics and Reporting
Are you making the right offers to the right customers at the right time? Synchrony’s Analytics empowers managers to make informed decisions by turning information derived from customer interactions and transactions into business insight. The easily accessible information in Synchrony’s real-time reports, based on multidimensional analysis, allows managers to view, create and export custom reports and access standard reports through a single portal.

Hosted or On-Premise
A hosted solution? On-premise? Can’t decide what’s best for your organization? Then don’t decide. Synchrony simplifies decision-making by letting you “try it before you buy it” with our flexible delivery options. Choose how much investment and how many resources you want to devote to a solution and be up and running in as little as 30 days! Whether it’s hosted or Synchrony’s licensed Enterprise option, you decide how you want it, when you want it and for how long. Synchrony makes it easy to move from a hosted to a licensed solution and anything in between - without sacrificing any of Synchrony's robust product functionality.

Synchrony and Cincom Systems: Simplification through Innovation
For nearly 40 years, Cincom's software and services have helped thousands of clients worldwide simplify the management of complex business processes. Cincom serves thousands of clients on six continents and ranks among the top 5% of all software companies worldwide. Cincom specializes in the five areas of business including Customer Experience Management and contact center management.  Originally introduced to the market in late 1999, Synchrony has been a pioneer in the hosted contact center model.