Hosted Contact Centers Shift into High Gear

New Delhi, Delhi, India

The hosted contact center market is moving out of the early adopter stage with immense future growth potential according to a new Frost & Sullivan white paper titled: "THE HOSTED MODEL: Why It's Revolutionizing the Contact Center Industry."

Contact center executives, managers and decision-makers who are evaluating a hosted platform will appreciate the paper's detailed value proposition and gain insight into the following:

-- Industry trends and key benefits driving hosted contact center adoption

-- Types of organizations that make good candidates for a hosted solution

-- Total cost of ownership (TCO) advantages: hosted vs. on-premise

-- Organizational starting points: questions to ask a hosting provider

As part of this research, Frost & Sullivan conducted a detailed case study on Health Advocate, a rapidly expanding service organization that benefited from Cincom Synchrony™ technology. Health Advocate achieved 400% growth and 50% productivity increases through its hosted solution.

According to Frost & Sullivan, Cincom Synchrony's unified agent desktop is an example of the type of advanced features and functionality made available through hosted applications that were once only attainable by big-budget organizations in an on-premise environment. "What Frost & Sullivan finds unique and powerful about Synchrony is its 'Smart Tabs' function and its ability to change dynamically based on the activity or contact type, presenting only what agents need for a specific interaction. With a single agent desktop and Smart Tabs, agents process more quickly and are more responsive to customer needs before moving on to up-sell or cross-sell activity. It enhances the customer experience by giving the agents immediate fingertip access to everything relevant about each customer for faster, on-target service."

The white paper is available at: www.cincom.com/FrostHostedWhitepaper.

About Cincom Systems

Cincom delivers and supports innovative software and solutions 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 Synchrony is a multi-channel contact center and unified agent desktop solution proven to enhance customer relationships while optimizing agent and business-user efficiency. Available hosted or on-premise, Synchrony provides inbound and outbound sales, marketing and customer-service environments with a high-value, low-cost contact center solution.

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 +91 11 23737590, send an e-mail to info_india@cincom.com , or visit the company's website at www.cincom.com.

About Frost & Sullivan

Frost & Sullivan, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services, and corporate management training to identify and develop opportunities. Frost & Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies, and the investment community by providing comprehensive industry coverage that reflects a unique global perspective and combines ongoing analysis of markets, technologies, econometrics, and demographics.

Source: Cincom Systems India Pvt. Ltd. (Business Wire India)

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