Guided Agent Scripting for Cincom Synchrony™

Guided Scripting for Improved Accuracy and Consistency

As contact centers become more complex and agents are expected to interact regarding multiple products, promotions, and services, it becomes challenging to consistently and accurately present the appropriate information and offers. Synchrony's desktop—which unites exactly what an agent needs to interact in a single, intelligent desktop—can provide contextual guidance or scripts to assist agents through customer interactions.

Synchrony includes built-in scripting capabilities that enable managers to create simple conversation guides to assist and direct agents through a call. Plus, Synchrony automates designed workflow processes, eliminating manual work for the agent and ensuring simple, reliable and efficient processes. For contact centers needing more advanced scripting capabilities, Cincom's MiGuide™ lets you easily build and maintain interactive call guides to lead your agents step-by-step through even the most complex customer interactions. Download the MiGuide Solution Overview for details. Agent guides/scripts are accessible through Synchrony's smart tabs and are dynamically presented based on why a customer is calling or by the designed experience response for each customer segment type.

By incorporating scripting into the Synchrony desktop, you can dramatically improve your agents' ability to present the appropriate information to better serve your customers. Agents are more productive, your contact center is more likely to achieve its objectives, and the customer experience is enhanced as agents are equipped to respond accurately and consistently to ever-changing scenarios.