• May 10, 2013
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

Intelliverse and Cincom Partner on Multichannel Contact Center Solution

Intelliverse this week announced the integration of its automatic call distributor with Cincom Systems' Synchrony intelligent agent desktop application.

The integration provides a universal queue; single interface for customer interactions via phone, email, chat, and fax; and a single view of all relevant information, including data from CRM systems, legacy applications, and external resources. This intelligent agent desktop, along with multichannel interaction management, can handle both inbound and outbound interactions, "and brings it all into a single dashboard for the agent to see," says Frank Paterno, Intelliverse's vice president of marketing, "without logging out and flipping through a lot of screens."

The combined solution also brings a dynamic element to the interaction. "It can predict what the call is about based on the caller's past experience with the company, and can flag what the agent will need [in the interaction] based on the type of product or customer involved," Paterno adds.

The combined solution is cloud-based, which allows small and midsized businesses to roll out sophisticated contact center capabilities without a lot of up-front hardware of software expenses, according to Paterno.

And while it is especially attractive to SMBs, the solution "scales up so larger enterprises can also use it," Paterno says. "We can see it going across all different sizes of contact centers."

The cloud component also makes computer telephony integration available to at-home agents and company employees using wireless devices.

The solution currently does not support customer interactions via social media, but Paterno says that capability is in the works. "As social media comes out of the marketing [department] and into the contact center, you'll see a greater need for it incorporated into a single solution set," he explains.

"Contact centers are expected to consistently deliver reliable and efficient service across an increasing number of channels," said Randy Saunders, Cincom's customer experience management program director, in a statement. "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."

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