SOURCE: Cincom Systems

Cincom Systems

March 17, 2011 10:39 ET

Ventana Research Rates Cincom Synchrony a "Hot" Vendor in the 2011 Value Index for Customer Experience Management: Agent Desktop

CINCINNATI, OH--(Marketwire - March 17, 2011) - Cincom Synchrony, a customer experience management solution for contact centers, was rated a "Hot Vendor" in the Ventana Research 2011 Value Index for Customer Experience Management: Agent Desktop by Ventana Research this week.

"The Cincom agent desktop product, Synchrony, not only provides agents with a unified workspace to help them resolve customer interactions but it also guides them on what to do next," said Richard Snow, VP and Contact Center Research Director at Ventana Research. "This level of functionality and all around balanced set of support across the evaluation criteria make it very worthy of its Hot ranking in our Value Index."

According to Ventana Research, the Value Index provides guidance that will enable organizations to ascertain the value of applications for addressing the needs of contact center agents in their interactions with customers. The Index reflects the value offered by a vendor and its products, presented both as a clear and accessible graphic representation in a simple thermometer and as a precise index percentage.

Ratings are based on a thorough evaluation and audit indexing seven key categories: usability, manageability, reliability, capability, adaptability, vendor validation, and total cost of ownership and return on investment. Cincom achieved a 92.6 percent rating over these categories.

"We're honored to be included among this list because it recognizes our value in the market place and validates the positive response we've been hearing from customers about the innovation and robust capabilities we deliver," said Randy Saunders, program director, Cincom Synchrony Customer Experience Management.

About Ventana Research
Ventana Research is the leading benchmark research and advisory services firm. We provide expert guidance to help organizations manage and optimize performance - to become not only more efficient but more effective. Our unparalleled insights and best practices guidance are based on our rigorous research-based benchmarking indexes of people, processes, information and technology across business and IT functions worldwide. The combination we offer of benchmark research, rigorous market coverage and in-depth knowledge of hundreds of technology providers means we can deliver business and technology education and expertise to our clients where and when needed. The Ventana Research Indexes -- the Value Index and the Benchmark Index family -- have redefined the research industry by providing accessible, easy-to-use research-based business and technology guidance to businesses.

To view the report, download a complimentary copy at

About Cincom
For 42 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services.

Cincom Synchrony
Cincom Synchrony is a Customer Experience Management (CEM) Solution for contact centers that guides winning conversations with customers. It leverages the insight about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings any CEM strategy to life in a realistic, operational model that grows business while improving operational results.

Contact Information

  • Media Contact
    Liz Harter
    Corporate Public Relations
    Cincom Systems