SOURCE: Cincom Systems

May 15, 2006 08:00 ET

Cincom Extends Contact Center Management and VoIP Capabilities in Synchrony

Synchrony Central Enhances Access and Visibility Into Critical Management Tools; VoIP Support Provides Additional Telephony Options

ORLANDO, FL -- (MARKET WIRE) -- May 15, 2006 -- Cincom announced two enhancements to its Synchrony™ contact center application at the Call Center Demo and Conference in Orlando, FL.

Synchrony Central is the new administrator's "command center" that provides quick access to all of the configuration tools, monitors and reports from a single desktop, through a single sign-on. "Like the Synchrony agent desktop that presents all of the right information and resources to an agent in a single desktop, Synchrony Central does the same for administrators, managers and strategists," explained Shawn Reynolds, Director, Customer Experience Management at Cincom. Essentially, all of the tools needed to effectively grow and manage the contact center are brought together in a single desktop including:

--  Real-time monitor
--  Knowledge manager
--  Configuration manager
--  Queue manager
--  Workflow editor
--  Analytics and reporting
    
Because Cincom Synchrony is a web-based solution, it supports the virtual contact center, enabling managers to access all of the capabilities from any internet connection.

VoIP Support Enables Additional Telephony Options

Cincom also announced support for voice-over-internet-protocol (VoIP) in both its hosted and on-site Synchrony environments. VoIP offers a cost-effective alternative to the traditional public switch telephone network (PSTN). Synchrony supports Cisco CallManager (CCM), which enables organizations to leverage high-bandwidth data connectivity to link disparate locations and eliminate the need for site-specific servers and phone lines, resulting in reduced operating costs. VoIP also expands Synchrony's "agent anywhere" capability, enabling remote or at-home agents to use VoIP or PSTN for normal operations as well as temporary relocations caused by emergencies.

About Cincom Synchrony

Cincom Synchrony simplifies the complexities of today's contact center to enhance the customer's experience, while simultaneously optimizing agent and operational efficiency, and driving better decision-making. By uniting multiple applications, systems and resources into an intelligent agent desktop, along with multi-channel interaction management, Synchrony provides inbound and outbound environments with a high-value, low-cost contact center solution. For over seven years, Synchrony has been hard at work in contact centers around the world and is backed by Cincom's three decades of experience, and deep domain expertise for rapid and continuous return on investment.

Cincom Synchrony has won three product of the year awards in the past two years -- two from Customer Interaction Solutions magazine and one from SearchCRM.com. Cincom Synchrony also received a 2006 Editor's Choice Award from TMC Labs.

About Cincom Systems

Cincom delivers innovative software and services to simplify complex business processes. For nearly 40 years, we have empowered thousands of clients worldwide to outperform their competition by providing ways to increase revenue, control cost, minimize risk and achieve rapid ROI.

Cincom serves clients on six continents including BMW, Citibank, Boeing, Northwestern Mutual, Federal Express, Ericsson, Penn State University, Milacron, Siemens, Rockwell Automation and Trane. For more information about Cincom's products and services, contact Cincom at 1-800-2CINCOM (USA only), send an e-mail to info@cincom.com or visit the company's website at www.cincom.com.

Trademarks: CINCOM, the Quadrant Logo, and Simplification Through Innovation are trademarks or registered trademarks of Cincom Systems, Inc. All other trademarks belong to their respective companies.

© 2006, Cincom Systems, Inc. All Rights Reserved

Contact Information

  • Media Contacts:
    Donna Hedge
    Corporate Public Relations
    Cincom Systems, Inc.
    513.612.2305
    Email Contact