Cincom Unveils Proactive Outreach Capabilities for Contact Centers


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New Synchrony release offers outbound dialing, campaign management, and fulfillment; delivers complete inbound-outbound, desktop, and analytics for any size contact center

MIAMI, Florida — February 21, 2007 — Cincom Systems ( announces the general availability of an enhanced version of its Cincom Synchrony(TM) customer experience management software at the Call Center Demo Show in Miami, FL. The new release addresses the need to proactively reach out and follow up with customers in a relevant and timely manner, as a means of enhancing customer relationships and improving communications.

Cincom Synchrony 7.0 ( merges outbound capabilities with its inbound functionality and its powerful unified agent desktop and analytics. Now, any size business with any size budget can operate a blended contact center taking both inbound inquiries as well as participating in outbound campaigns and individual callbacks. All interactions are managed through Synchrony’s unified agent desktop that exposes in a single screen all of the back-end applications and resources an agent needs to interact with customers. Synchrony’s analytics and reporting captures data from all activity for a complete view of the customer and the contact center’s performance.

Arming contact centers with proactive outbound tools
As companies vie to attract and keep customers, the contact center proves to be a critical success factor. Responding to customer inbound queries is no longer sufficient; contact centers must be able to reach out with reminders, status updates, customer-valued offers, and fulfillment. “The outbound component of contact centers has morphed from the old days of telemarketing and phone solicitation to a more relevant outreach that enhances existing customer relationships,” explained Randy Saunders, marketing director for Cincom’s Customer Experience Management products. “We see a huge opportunity for companies to use outreach to improve customer service, enhance customer relationships, and make the contact center even more vital in a customer experience management strategy. The new functionality, combined with the hosted deployment option, gives even the smallest enterprise access to an affordable, yet extremely powerful inbound-outbound-blended contact center.”

The new release offers numerous outbound capabilities including a variety of dialing strategies, campaign and list management, individual callbacks, and personalized automated fulfillment.

The outbound dialing strategies can handle simple outreach to sophisticated promotional and collection campaigns. Dialing choices include preview, timed preview, progressive, and predictive. Outbound campaigns can be blended with inbound activity so that agents stay productive even when inbound traffic ebbs. Or when inbound queues grow, outbound agents can be automatically assigned to incoming inquiries to ensure that customer service levels remain high. Synchrony includes proven campaign and list-management tools to help support outbound activity.

Callbacks and personalized fulfillment
Many interactions require follow-up. But most contact centers are not streamlined to deliver on the promised call, mailing, fax, or e-mail, resulting in poor service and time-intensive, repetitive, and often expensive fulfillment. Synchrony improves the customer experience by ensuring timely, dependable, and appropriate follow-up through scheduled callbacks and personalized automated fulfillment. Using the callback feature, agents can schedule a return call for a specific date and time that is convenient for the customer. The fulfillment feature enables agents to easily send any follow-up correspondence, and can even merge appropriate data into each document to personalize it, or pre-populate fields that will save the customer time and ensure accuracy. “Customers appreciate the promise – and the execution – of follow-up communication on a specific issue,” commented Saunders. “This is an area where organizations can really stand out in delivering a satisfying experience in the contact center.”

For more about Cincom Synchrony, visit

About Cincom Systems
Cincom and its partners deliver and support innovative software and services to simplify complex business processes. For nearly 40 years, Cincom has 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 [email protected], or visit the company’s website at

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