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CINCINNATI – May 6, 2010 – Software and services provider Cincom Systems (http://www.cincom.com/) announces that Absa Group, a subsidiary of Barclays Bank PLC and one of the largest financial services organizations in South Africa, has selected Cincom Synchrony to improve customer experience through the company’s contact center and other customer interaction channels.

Absa worked with IBM Global Business Services (GBS) to develop a roadmap to achieve the company’s business goals. Absa then selected IBM Premier Business Partner Cincom’s Synchrony software.

Key Results

  • Synchrony has improved loan processing efficiency by over 90% resulting in expected increases in sales revenue (up to 30%) and customer loyalty for the bank
  • Synchrony reduced agent training by 50%

Synchrony guides the agent, step-by-step, in even the most complex customer-service and upselling situations. It harnesses silos of knowledge, data, and resources into a single guidance center that instantly presents agents with insights about each customer. The consolidated contextual single customer view and the intelligent guidance adapt dynamically based on the context of each customer.

“Cincom Synchrony is having a huge impact on our business. We initially chose Cincom because of the capabilities of Synchrony and its value in terms of enabling our Customer Experience strategy,” said Stelios Vakis, head of Change and Systems, Absa. “But in the end, Cincom’s outstanding support—even with our companies headquartered on two different continents—has impressed our organization the most. Cincom has been a partner in the truest sense.”

Hear more about Absa’s Customer Experience Management implementation in this live webcast May 26th titled “Power to the People: How Absa Bank Empowered its People to Deliver Better Customer Experiences”. (Register at www.cincom.com/powertopeople).

Cincom Synchrony

A Customer Experience Management (CEM) Solution for contact centers, Synchrony guides winning conversations with customers. It leverages the insight you have about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings your CEM strategy to life in a realistic, operational model that grows your business while improving operational results.

About Cincom

For 41 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services. Cincom, an IBM Premier Business Partner, helps contact centers differentiate and outperform through customer experience management.

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