SOURCE: Cincom Systems

December 18, 2006 08:30 ET

City of Tampa Implements Cincom Synchrony Customer Experience Management Software

Hosted Delivery Allows for Better Communications During Emergencies

TAMPA, FL -- (MARKET WIRE) -- December 18, 2006 -- The City of Tampa's Solid Waste Department has implemented the hosted version of Cincom Systems' Synchrony™ (www.cincom.com) to improve customer service to its 80,000 residential and commercial customers.

Prior to installing Cincom Synchrony, the Solid Waste Department was struggling to handle its incoming call volume as well as responding to customer concerns. "We were using 15-year-old technology," said Varghese Jacob, Deputy Director, Administration and Finance, City of Tampa Solid Waste Department. "It would take so long for our desktop screens to prompt us for a call that many of our customers would hang up before we ever got to answer."

With Synchrony, the department now handles up to 500 calls each day and manages complaints through the system. In the Synchrony desktop, agents are more productive with automatic screen pops, a complete history of customer interactions and logs for customer complaints. Synchrony generates reports four times a day that itemize specific complaints in different geographies, resulting in three-hour or less problem resolutions. The outcome has been a dramatic improvement in not only responding to customer calls, but tracking and rectifying complaints.

Synchrony's detailed reports and analytics have provided insight into the contact center that was unavailable prior to the implementation. Now, Jacob can track call volumes, agent performance and overall contact center activity to better manage the department.

Customer Service During Emergencies

One of the benefits of hosted Synchrony is its ability to continue to manage incoming interactions, even when the physical location of the contact center may have to shut down. This is important to a hurricane-prone city such as Tampa, Florida.

"Communication is vital for hurricane cleanup," said Varghese Jacob. "Regardless of the state of our own facilities, Synchrony allows Tampa citizens to reach us during post-hurricane recovery or other emergencies, when they need us most." Because Synchrony is hosted in Cincinnati, Ohio, the contact center can operate virtually, with agents and supervisors working from remote, undamaged locations.

For more about the City of Tampa's use of Cincom Synchrony, visit www.cincom.com/cityoftampa.

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.

About The City of Tampa's Solid Waste Department

The Solid Waste Department provides safe, efficient and environmentally sound solid waste collection, disposal and recycling services for over 80,000 residential and commercial customers. Approximately 360,000 tons of solid waste are processed annually at its McKay Bay Refuse-to-Energy Facility and converted to electrical energy. Learn more about Tampa at www.tampagov.net.

About Cincom Systems

Cincom delivers and supports innovative software and services to simplify complex business processes. For nearly 40 years, we have empowered thousands of clients worldwide to transform their businesses and outperform the 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 Synchrony 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 Burns
    Public Relations Specialist
    Cincom Systems, Inc.
    513.612.2305
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