Industry Profiles
Awards
Industry awards: Cincom Synchrony has received prestigious awards from analysts and editors who recognize the value that the unified desktop brings to agents, call center managers, business analysts, trainers, and customer experience management strategists. Read about the 11 awards Cincom Synchrony has received in the last four years.
Analysts Reports
Ventana Research Report: Customer Experience Management – Improving the Consistency and Quality of Customer Interactions
This new study confirms that businesses are only beginning to advance towards managing the customer experience across the broad set of customer interactions that occur every day. The report outlines key findings of this benchmark research and discusses the steps required to improve the customer experience.
THE HOSTED MODEL: Why It’s Revolutionizing the Contact Center Industry
Cincom is proud to offer this white paper from Frost & Sullivan, a successful global growth consulting company. The authors believe that hosted contact center technology is shifting toward mainstream market acceptance and outline a number of business trends that are advantageous to the hosted model.
Frost & Sullivan - 2007 North American Product Differentiation Innovation Award
"Cincom was selected for the award based on the unique usability and end-user value engineered into the unified agent desktop…" Read the complete recommendation.
White Papers
The Unified Desktop: Pour your applications into a single view and bring your customers into focus.
The unified desktop takes the power behind every point solution and application that powers a modern business, and places it behind a single interface. The results are dramatic efficiency gains for the agent and an exceptional experience for the customer.
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
The 6-Step Action Plan to Improved Customer Experiences In the Contact Center
Customer Experience Strategist Trent Fulcher reveals his 6-step action plan for improving customer experiences in the contact center.
Hooked: The Psychology of the Customer Experience
This webcast, featuring psychologist and CEM expert, John Todor, PhD., provides a fresh perspective on understanding and wooing customers. Learn the psychological principles that underlie compelling customer experience and hear real-world examples of successful companies applying these principles.
Connecting the Silos for Customer Growth and Profitability
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
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.
Podcasts & Blogs
Perfect CEM Blog
Authors, industry leaders, and experts discuss the latest in perfect customer experience management ideas and technology - and welcome your input!
Cincom Contact Center Insights
Check out the Cincom Contact Center Insights podcasts to hear about the latest strategies and techniques organizations are using to deliver an outstanding customer experience. Listen on-demand or subscribe to automatically download the latest edition to your audio player.
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.
Product Reviews
TMC Customer Interaction Solutions Lab Report
Read how Cincom Synchrony passed with flying colors in this report from TCM 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.
