Synchrony Express is designed to provide small and midsized call centers and service desks with an out-of-the-box call center solution. Synchrony Express is part of the IBM Smart Business Platform and integrates with IBM platform hardware and its accompanying services.
Synchrony Express offers solutions in three main areas. It is primarily a multi-channel interaction management system, allowing departments to field, respond to and resolve support tickets across various contact channels. Secondly, it’s designed to provide agents with a fully unified desktop interface, ensuring relevant case information is always displayed where and when it’s needed.
The final component of Synchrony Express is its reporting and analytics features. These allow departments to proactively manage agents' workloads and performance and track their success handling customer requests. Together, the features of Synchrony Express address customer service problems such as long hold times and repeated transfers, while increasing productivity and lowering operational costs.