SOURCE: Cincom Systems

September 19, 2006 08:00 ET

Interactive Softworks and Cincom Team Up to Offer Large Contact Centers Improved Savings and Flexibility

LEESBURG, VA -- (MARKET WIRE) -- September 19, 2006 -- Interactive Softworks (www.interactivesoftworks.com), a provider of enterprise software products and technologies, and Cincom Systems (www.cincom.com), a worldwide software provider, are working together to provide large contact centers with a comprehensive and flexible contact center solution using a service-oriented architecture (SOA) platform.

In an agreement reached this month, the two companies will leverage each other's products to create enterprise-class contact center solutions that will provide their respective clients with improved customer satisfaction, faster agent training, improved extensibility, enterprise agility, and increased performance, while reducing overall operating costs.

New Contact Center Capabilities Through Joint Offering

The companies will use Interactive Softworks' SOA framework, Interactive Server™ to create a contact center infrastructure that will integrate the Cincom Synchrony™ unified desktop and advanced queuing and routing technologies with Interactive Softworks' VoiceNet telephony platform. The combined solutions will provide the customer with an agile, flexible, and cost-effective business system.

Cincom Synchrony integrates all of a company's interaction channels, disparate databases, knowledge bases and customer history into a single intelligent desktop -- putting all of the right information at the agent's fingertips. Fast, accurate, and consistent responses lead to improved customer experiences and operational efficiency. The unified desktop also results in reduced training times, as a consistent, simplified interface is much easier for agents to learn.

Just as Synchrony unifies the desktop, Interactive Server unifies the myriad of back-end systems typically used in a contact center, centralizing business logic and enabling the enterprise to respond quickly to today's rapidly changing business conditions.

"An agent's time is precious," says Loyd Olson, chief operating officer at Interactive Softworks. "By eliminating the need to manually interact with five to 10 different systems, agents can focus on resolving the customer's issue quickly and accurately."

Traditionally, companies that purchase a customer experience management system, such as Cincom Synchrony, often choose to route their calls through a private telephone network/branch exchange (PBX). However, contact centers with more than 100 agents often find it more economical to bypass the PBX and route their calls directly through their local telephone carriers. By integrating Interactive Softworks' telephony platform, Cincom Synchrony clients will be better able to save money by routing calls directly with their local phone carriers.

"A large contact center can save up to 20 percent by bypassing their PBX -- and therefore avoiding costly upgrades," says Shawn Reynolds, director of Cincom's customer experience management products. "Interactive Softworks will not only help us save our clients money, but we can now better address the needs of larger contact centers."

About Cincom Synchrony

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.

Cincom Synchrony has been recognized with numerous product-of-the-year awards and most recently received a 2006 Editor's Choice Award from TMC Labs.

About Interactive Softworks, Inc.

Interactive Softworks (www.interactivesoftworks.com) provides powerful contact center and enterprise integration solutions to companies of all sizes and in all industries around the world. The VoiceNet contact center system maximizes the efficiency and effectiveness of customer interactions, and the Interactive Server enterprise application server technology creates a powerful and flexible computing infrastructure based on the principles of service-oriented architecture, or SOA. The Interactive Softworks team comprises seasoned business and technology executives with expertise in customer service, customer contact management, contact centers, computing infrastructure design, and network operations. The company's headquarters are in Leesburg, Va., with additional North American locations and partner locations in Europe, India, and Latin America.

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 outperform the competition by providing ways to increase revenue, control cost, minimize risk, and achieve rapid ROI.

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.

Cincom, the Quadrant Logo, and Synchrony are trademarks or registered trademarks of Cincom Systems, Inc. Interactive Server is a trademark of Interactive Softworks, Inc. All other trademarks belong to their respective companies.

© 2006 Cincom Systems, Inc. All Rights Reserved

Contact Information

  • Media Contacts:
    Donna Hedge Burns
    Corporate Public Relations
    Cincom Systems, Inc.
    513-612-2305
    Email Contact

    Michael Keliher
    Provident Partners/Interactive Softworks
    651-695-0174
    Email Contact