Industry Profiles
Article Reprints
White Papers
Customer Experience Happens in the Contact Centre
Consumers perceive that a company’s ability to respond to a problem or request has a higher influence on an excellent experience than any other attribute. Learn how to optimise every experience and build customer loyalty, with insights from Shaun Smith.
Grow Your Business: The Value of Knowledge in the Contact Centre (PDF) discusses the business value of a unified agent desktop that provides agents with only the most relevant information and functionality to do their jobs, and only at the most relevant and appropriate times.
The Hosted Model: Simpliying Contact Centre and Agent Desktop Solutions (PDF) Learn how hosted solutions offer a viable alternative to the complexities and risks associated with traditional on-premise solutions.
Synchrony Solution Architecture: A Technical Overview
Discover how implementing Synchrony can result in greater customer loyalty, peak operational efficiency and improved profitability for your organisation.
Multi-Tenant Architecture: Delivering Rapid Deployment, Infrastructure Flexibility and Cost-Effective Solutions (PDF)
Understand how contact centres can implement multiple client solutions and scale existing operations from a single database and application instance, while meeting the unique data and communication channel needs of each client.
Synchrony Subscription Optimal Security and Optimal Availability: Cincom's Mission-Critical Solutions (PDF) This white paper details the high-performance measures taken to deliver optimal security and optimal availability with this technology.
Recorded Webinars
Outstanding Customer Service Anywhere: Featuring Fine Art By Hyatt and Milacron - Presented September 2005
Hear how the flexibility of a hosted contact centre helped a three-month-old company that sells fine art as well as a 121-year-old company that manufactures complex machinery deliver outstanding customer service.
Brochures and Data Sheets
Cincom Synchrony Product Overview (PDF)
Cincom Synchrony helps organisations deliver outstanding customer service and sales experiences that far exceed customer expectations. By proactively managing and synchronising interactions and transactions, while simultaneously equipping agents with just the right knowledge and resources, Synchrony helps you maximise your customer relationships.
Synchrony Multi-Channel Inbound Manager (PDF)
Synchrony Inbound improves operational efficiency by intelligently queuing and routing interactions across multiple channels and multiple locations, allowing one agent to interact over several channels or multiple agents in various locations to work in the same queue.
Synchrony Agent Desktop/Universal View (PDF)
Synchrony's web-based Universal View 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 multiple agents to hold "continuous" conversations with customers, with an understanding of previous events, interactions, transactions and other details, across all communication channels.
Solutions for the Outbound Contact Centre (PDF)
Synchrony Outbound provides a comprehensive outbound customer interaction solution for sales, marketing and collection environments. With the outbound capabilities of Cincom Synchrony, you will improve profitability by increasing agent productivity and reducing costs.
Synchrony Analytics (PDF)
Synchrony Analytics empowers managers to make informed decisions by turning information derived from customer interactions and transactions into business insight.
Be prepared: the business continuity advantages of hosted Cincom Synchrony
You never know when or how your business might be disrupted, but you do know that you must be prepared. Hosted Cincom Synchrony enables your contact centre – your front line to your customers – to stay up and running in the event of an emergency.
Industry Profiles
Manufacturing
Manufacturers face a number of obstacles in delivering outstanding service. Interpreting and responding to customer issues quickly is the key to maintaining profitability and loyalty.
Insurance
Insurance companies are universally searching for ways to build customer loyalty and stay ahead of other providers. To remain competitive, insurance companies are being forced to consider new marketing, sales, customer-service and fulfillment procedures and processes.
Article Reprints
TMC Customer Interaction Solutions Lab Report
Read how Cincom Synchrony passed with flying colours in this report from TMC magazine's Customer Interaction Solutions. The knowledgeable TMC editors took Synchrony to task to see how it would measure up in a real-world environment, grading the solution on key criteria to provide a quantifiable score for competitive comparison.
