SOURCE: Cincom Systems

June 24, 2008 11:08 ET

Ventana Research Benchmark Shows Customers Are Annoyed and Frustrated

Research Recommends Best Practices to Improve Customer Experience Management

CINCINNATI, OH--(Marketwire - June 24, 2008) - Cincom Synchrony™ sponsored an in-depth Ventana Research benchmark titled "Customer Experience Management: (CEM) Improving the Consistency and Quality of Customer Interactions," available on Cincom's site at Researchers found that only 12 percent of organizations provide optimal CEM, leaving angry and frustrated customers in the majority. More than 253 worldwide companies from all major industries participated in the benchmark that researched the maturity and direction of business worldwide.

For the other 88 percent of organizations that need CEM help, the report includes tools to improve consistency and quality with customer interaction, primary factors that impact agent/customer communication, reasons why innovative companies are using "smart desktop" technologies to improve agent performance and the customer experience and key performance indicators (KPIs) for CEM-driven companies.

"Today's customers may be one annoying phone conversation or frustrating experience at a poorly functioning website away from defecting to a competitor," said Richard Snow, Ventana Research's vice president of customer performance management research. "To rise to this challenge, businesses need to practice customer experience management (CEM), addressing issues involving people, processes, information and technology that influence customers' experiences and behavior at every point they touch the business."

About Cincom

Cincom delivers software and services to simplify complex business processes for thousands of clients worldwide. Cincom Synchrony is a unified agent desktop that helps deliver an exceptional customer experience and improve effectiveness in the contact center. Synchrony streamlines handle times and improves service levels by giving agents immediate access to all relevant customer information -- including underlying disparate applications. Inbound and outbound interaction management provides consistency across all touch points and enables comprehensive reporting and analytics for improved customer experience management.

Cincom, the Quadrant Logo and Synchrony are trademarks or registered trademarks of Cincom Systems, Inc. All other trademarks belong to their respective companies.

© 2008 Cincom Systems, Inc. All Rights Reserved

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