Cincom Systems, a provider of software for customer relationship management and manufacturing operations, has announced the release of an enhanced version of its Cincom Synchrony customer experience management software.
The new release addresses the need to proactively reach out and follow-up with customers in a relevant and timely manner in order to strengthen customer relationships.
Cincom Synchrony 7.0 merges outbound capabilities with its inbound functionality and its unified agent desktop and analytics. As a result, the theory is that any size business with any size budget can operate a blended contact center, taking both inbound inquiries, as well as participating in outbound campaigns and individual callbacks.
All interactions are managed through Synchrony's unified agent desktop that exposes, in a single screen, all of the back-end applications and resources an agent needs to interact with customers. Synchrony's analytics and reporting captures data from all activity for a complete view of the customer and the contact center's performance.
The new release also offers numerous outbound capabilities, including a variety of dialing strategies, campaign and list management, individual callbacks, and personalized automated fulfillment. According to Cincom, the outbound dialing strategies can handle simple outreach, as well as sophisticated promotional and collection campaigns.
Dialing choices include preview, timed preview, progressive, and predictive. Outbound campaigns can be blended with inbound activity so that agents stay productive even when inbound traffic ebbs. Or, when inbound queues grow, outbound agents can be automatically assigned to incoming inquiries to ensure that customer service levels remain high.
