Integrates Voice, Chat, Email, and Customer Systems into a Single Unified Desktop to Deliver Exceptional Customer Service
Atlanta – May 9, 2013 – Intelliverse, a global leader in cloud applications and Cincom Systems®, a worldwide software provider of customer experience management (CEM) solutions, announced today the integration of Intelliverse’s Automatic Call Distribution (ACD) and Cincom’s Synchrony intelligent agent desktop. With all transactions managed by a universal queue, a single interface for all customer interaction channels (phone, email, chat, and fax) provides one lens into all relevant information, including CRM systems, legacy applications and external resources. This intelligent agent desktop, along with multi-channel interaction management, provides a high-value, low-cost contact center solution for inbound and outbound environments.
This integrated Salesforce solution helps increase sales team speed, consistency and productivity with seamless access and transfer of data between both systems and integrated reporting of call logs and contact histories. The combination of IntelliConnection Calling Application and Salesforce.com eliminates duplicate efforts by eliminating dialing for sales reps and syncing all data, streamlining the lead-generation process and providing complete visibility and insight into the entire sales process.
Intelliverse has been providing reliable, scalable communications solutions for 29 years and for the past 44 years, Cincom has provided software to simplify and improve business operations and customer communications. The combined solution offers decision modeling and process workflow automation, which not only streamlines complex and non-value add tasks, but also harnesses the experience and expertise of a business’ knowledge experts (typically a small percent of the organization’s staff) into designed experiences that can be delivered by lesser-skilled employees. Plus, the cloud-based nature of the solution makes Computer Telephone Integration (CTI) available with any phone environment, including at-home agents and wireless devices which can be especially helpful for disaster recovery planning.
“Contact centers are expected to consistently deliver reliable and efficient service across an increasing number of channels,” said Randy Saunders, Cincom’s CEM program director. “With this combined solution, workloads and processes are simplified. Customers can choose to contact their favorite businesses however they like and expect the same, quality service.”
“I’m very excited because this integrated cloud solution levels the playing field,” said Sean Gordon, CEO of Intelliverse. “By leveraging the combined Intelliverse-Cincom solution, any size business can maximize the value of all customer interactions, regardless of how the customers want to communicate, and provide world-class customer service without having to invest the time and money to buy and integrate technology.”
Intelliverse is a global leader in cloud applications that help businesses and customers connect. With solutions that address all areas of business communications, including social media, lead generation / appointment setting, online file collaboration, and cloud telephony and CRM, Intelliverse has been delivering reliable, scalable and flexible services for close to three decades. By constantly exploring innovative technologies, Intelliverse maintains its leadership position and continues to stay focused on its customers. For more information, visit http://www.intelliverse.com/
For 44 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services. For more information about Cincom’s products and services, contact Cincom at 1-800-2CINCOM (USA only), send an e-mail to firstname.lastname@example.org or visit the company’s website at http://www.cincom.com Cincom is an IBM Premier Business Partner.