Cincom’s Trent Fulcher Presents at U.S. Embassy in Rome, Italy

CINCINNATI, Ohio – March 11, 2008 – -

Cincom Systems, along with Aspect Software and Cisco, presented at the U.S. Embassy in Rome, Italy on March 5, 2008. The topic of the forum was “How Unified Communications and Contact Centers can Improve the Customer Service” and was hosted by Vanguard Italia, an independent consulting company that focuses on better customer interactions through the contact center.

 

Trent Fulcher, program director at Cincom, presented “Customer Experience and the Contact Center” to a group of chief executives, directors and heads of contact centers. He explained how creating, implementing and managing the customer experience enhances customer retention.

 

“One of the most important tools to assist in delivering exceptional customer experience in the contact center is the unified agent desktop (UAD),” said Fulcher. Cincom Synchrony’s UAD provides a single view of relevant customer information; unifies the applications and systems (legacy or external) that agents need to interact with customers; provides a single, consistent platform for all customer interaction channels (phone, fax, e-mail, chat); and generates the management reports and analytics to measure contact center performance and customer experience management (CEM) goals.

 

The customer’s experience with an organization often starts with the contact center, making it a critical focus of any CEM strategy. Fulcher shared examples of how successful companies have implemented contact center CEM initiatives that delivered heightened levels of service—ultimately yielding higher customer advocacy scores and more business to these organizations.

About Cincom Synchrony
Cincom delivers software and services to simplify complex business processes for thousands of clients worldwide. Cincom Synchrony is a unified agent desktop that helps deliver an exceptional customer experience and improve effectiveness in the contact center. Synchrony streamlines handle times and improves service levels by giving agents immediate access to all relevant customer information – including underlying disparate applications. Inbound and outbound interaction management provides consistency across all touch points and enables comprehensive reporting and analytics for improved customer experience management.