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We Can Help You Reach Your Goals
Since expert support is critical to the success of any contact centre, a team of Synchrony specialists stands ready to support you, whether you elect the hosted or the enterprise solution.
Synchrony is delivered with a standard set of services designed to get you started right away. Through effective planning, installation, configuration and training, we work with you (at your location) to help customise and integrate the Synchrony solution into your enterprise.
Hosted Support Services
All Synchrony-hosted implementations begin with a guaranteed package of services called RightStart. RightStart includes the setup of your core application for users and managers, expert instructions on Synchrony's functionality, solution testing and end-user training. Our installation team will work with you perform the following:
Implementation services:
- Define your business requirements and user requirements.
- Design and build one tenant and one set of campaign business rules and knowledge base.
- Route rules for the appropriate channels (phone, e-mail, chat, fax, self-service and self-help).
- Develop a training plan for your end-users on the Synchrony desktop, knowledge manager and standard reporting.
Configuration tasks:
- Campaign initialisation and activation for one tenant, one campaign group and one campaign.
- Configure one user per license, one user queue and one schedule.
- Provide guidance to help with the creation of knowledge content such as: defining a knowledge resource tree, setting up problem/resolution processing and adding an FAQ capability and communication channel configuration for two of the following channels (phone, e-mail, chat and fax) in a single user queue.
Enterprise Support Services
All Synchrony licensed implementations begin with a guaranteed package of installation services, which includes the on-site setup of your core application for users and managers, expert instructions on Synchrony's functionality, solution testing and end-user training. Our team will work with you to perform the following:
Implementation services:
- Define your business requirements and user requirements.
- Build a detailed system architecture and scope of work.
- Develop a detailed project plan with resource requirements.
- Design and build one tenant and one set of campaign business rules and knowledge base.
- Route rules for the appropriate channels (phone, e-mail, chat, fax, self-service and self-help).
- Develop a training plan for your end-users regarding the Synchrony desktop, knowledge manager and standard reporting.
Installation services:
- Assure site readiness.
- Install Synchrony software on the host facility hardware.
- Work jointly with your team to configure and integrate the various components required to make the environment "client-campaign ready," and configure the Synchrony sample support campaign.
Configuration tasks:
- Configure campaign initialisation and activation for one tenant, one campaign group and one campaign.
- Configure one user per license, one user queue and one schedule.
- Provide guidance to help with the creation of knowledge content such as: defining a knowledge resource tree, setting up problem/resolution processing and adding FAQ capability and communication channel configuration for two of the following channels (phone, e-mail, chat and fax) in a single user queue.
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“Cincom’s customer service and support is a key differentiator.”
- Gartner
Need help? Contact our support desk.
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