Cincom and Attachmate announced their alliance to accelerate the speed and cost of mainframe applications.

 

Cincom Synchrony's  unified agent desktop will quickly and inexpensively incorporate back-end systems using Attachmate Verastream integration solutions.

 

Trent Fulcher, program director, Cincom Synchrony said that Synchrony's unified agent desktop presents the right applications, resources, and history for a particular interaction and can now integrate to critical back-end systems even faster with Attachmate.

 

Both the Companies explains that, Synchrony desktop dramatically increases agent productivity by placing all of the point solutions behind a single desktop that contextually changes with each interaction. Cincom Synchrony is a unified agent desktop helps deliver an exceptional customer experience and improve effectiveness in the contact center.

 

A recent Ventana Research benchmark study revealed that 44 percent of contact center agents need to access three or more applications to resolve a customer interaction, and 70 percent say they waste time switching between applications.

 

Synchrony 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 touchpoints and enables comprehensive reporting and analytics for improved customer experience management.

 

Cincom said call center agents will love the new solutions because it is easy to learn and use, and it strips mundane and repetitive activities out of the workflow. Agents have fingertip access to exactly what they need—all customer history, activities, and relevant information stored in supporting back-office applications.

 

"Many contact centers rely on proven, yet complex mainframe applications to resolve customer inquiries," said Paul Neutz, director of business development, Attachmate.

 

"Attachmate simplifies access to these critical supporting mainframe applications through Verastream's non-invasive integration approach that doesn't require coding. Our legacy integration solutions can be quickly implemented with Cincom Synchrony, optimizing agent and operational efficiency,” he continued.