Industry Profiles
Article Reprints
White Papers
Customer experience happens in the contact center
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 optimize every experience and build customer loyalty, with insights from Shaun Smith.
Grow Your Business: The Value of Knowledge in the Contact Center (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: Simplifying Contact Center 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 organization.
Multi-Tenant Architecture: Delivering Rapid Deployment, Infrastructure Flexibility and Cost-Effective Solutions (PDF)
Understand how contact centers 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
Connecting the Silos for Customer Growth and Profitability — Presented September 2006
Join Chief Customer Zealot and author Jeanne Bliss for this live event and learn how to deliver a differentiated customer experience. Jeanne will present firsthand examples from industry-leading companies and offer proven strategies you can implement.
Break-through ideas for perfect customer experiences - Presented June 2006
Learn how you can deliver outstanding customer experience with real business impact. Cincom and customer experience expert Shaun Smith offer key insights to success that top companies use to create a differentiated and memorable customer experience.
Outstanding Customer Service Anywhere: Featuring Fine Art By Hyatt and Milacron - Presented September 2005
Hear how the flexibility of a hosted contact center 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 organizations deliver outstanding customer service and sales experiences that far exceed customer expectations. By proactively managing and synchronizing interactions and transactions, while simultaneously equipping agents with just the right knowledge and resources, Synchrony helps you maximize 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 Center (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 center – 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.
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