Cincom Synchrony’s Agent Desktop Simplifies Contact Center
The United States’ largest cable company provides several core consumer and business services, including high-speed internet access, digital cable, and digital telephony services. Each product line had its own separate and unique groups of customer service agents, divided further into subgroups based on interaction channel. Each group used different systems, processes, and channels and lacked access to customer information outside the group. This structure not only created operational and financial inefficiencies, but worse, customer dissatisfaction due to inconsistent and time-consuming service.
The company set out to reduce costs and increase operational efficiency while enhancing the customer’s experience with Cincom Synchrony. Synchrony helped agents experience a reduction in system and business-process complexity, leading to a projected reduction in attrition. Customer satisfaction was increased through significantly lower handle times, increase in first call resolutions and better agent understanding of customer history and preferences.
Read the National Cable Company Case Study