Cincom Enhances Call Center Customer Experience

Wednesday Aug 25th 2010 by -
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Cincom is collaborating with IBM BAO to improve customer experience in call centers.

Cincom Systems, an IBM Premier Business Partner has recently announced a collaboration with IBM Business Analytics and Optimization (BAO) to leverage IBM’s Real-Time Analytics Matching Platform (RAMP) and improve customer experience in call centers. According to this press release on the company's website, RAMP’s sophisticated applied analytics connects the right customer to the right agent. Then, Cincom Synchrony guides that agent to deliver the designed experience for the best performance and outcomes.


"'A good customer experience begins with matching a customer with an agent who has the best possibility for delivering a valued conversation,' said Randy Saunders, program director, Cincom Synchrony Customer Experience Management. 'RAMP’s sophisticated applied analytics connects the right customer to the right agent. Then, Cincom Synchrony guides that agent to deliver the designed experience for the best performance and outcomes. Success-based call routing using RAMP is a critical first step in delivering a better customer experience and makes a powerful partner with Synchrony.'"

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