| SYNTORA CONTACT:
Henry Lach
(416) 848-9770 x224
henry.lach@syntora.com
Syntora Selected by 1-800-FLOWERS.COM To Improve Call Center Productivity and Agent Effectiveness
Toronto, Canada (June 10, 2005)—Syntora, Inc., today announced that 1-800-FLOWERS.COM has licensed Syntora’s Agentivity suite of contact center performance management solutions to help improve operations in its five call centers. Syntora is providing real-time agent productivity tracking, agent performance reporting tools, and integrated messaging and training capabilities that have been shown to increase call center revenues by generating peak performance from customer service representatives.
The Agentivity software consolidates real-time and historical call center performance information from all telephony and business systems, in this case including 1-800-FLOWERS.COM’s Avaya inbound call management system, Pipkins Vantage Point workforce scheduling system, and internal customer relationship management system. Real-time metrics ranging from average talk time to sales volumes are displayed in customizable, “always-on” agent and manager dashboards that provide on-the-spot insight into each agent’s or group’s productivity. Historical metrics are presented in agent scorecards and web-based reports for in-depth analysis.
Agentivity’s dashboard can also be used to display messages of any kind as well as automatic rules-based alerts when agents fail to meet designated performance thresholds as measured by the software’s analytics engine. A special eLearning module allows coaching tips to be delivered directly to the desktop of any agent who is out of compliance in order to proactively address individual performance problems as soon as they are identified.
These capabilities typically yield improvements of 10 to 15% across key performance indicators, helping call centers reduce operational costs and maximize revenues.
“Syntora’s Agentivity will enable our gift advisors to see exactly how they are performing in real time, providing immediate feedback that can help increase their motivation and overall success,” said Connie Adcock, Senior Vice President of Customer Service, 1-800-FLOWERS.COM. “At the same time, the system will make it possible for management to quickly zero in on the agents who need additional coaching so that we can make the best use of our resources. These are valuable capabilities that we expect to help strengthen our customer service as well as our bottom line.”
“Call centers today face major challenges in measuring and improving agent performance, and 1-800-FLOWERS.COM is at the forefront of an emerging trend to address the problem at the desktop through performance management tools,” said Syntora President Henry Lach. “At a time when operating budgets are tight and training budgets are dwindling, a solution like Agentivity can help agents monitor and improve their skills at relatively low cost.”
About Syntora Inc.
Syntora specializes in agent productivity software for contact centers. Its Agentivity software suite optimizes agent performance through its Analytics and eLearning modules, dramatically improving key performance indicators such as calls handled and dollars collected both by delivering real-time and historical agent performance information and by taking immediate corrective action with under-performing agents before they fall into negative patterns. Agentivity has been successfully deployed at customer sites since 2001. For more information, visit www.syntora.com.
About 1-800-FLOWERS.COM
For more than 25 years, 1-800-FLOWERS.COM, Inc. (NASDAQ: FLWS) has been Your Florist of Choice(SM), providing customers across the nation with the freshest flowers and finest selection of plants, gift baskets, gourmet foods and confections, and plush toys perfect for every occasion. Customers can shop 1-800-FLOWERS.COM(R) via the Internet (http://www.1800flowers.com), by calling 1-800-FLOWERS(R) (800-356-9377) or by visiting a company-operated or franchised store. The 1-800-FLOWERS.COM(R) collection of brands also includes home decor and garden merchandise from Plow & Hearth(R) (1- 800-627-1712 or http://www.plowandhearth.com); premium popcorn and specialty treats from The Popcorn Factory(R) (1-800-541-2676 or http://www.thepopcornfactory.com); gourmet foods from GreatFood.com(R) (http://www.greatfood.com); children's gifts from HearthSong(R) (http://www.hearthsong.com) and Magic Cabin(R) (http://www.magiccabin.com) and wine gifts from The Wine Tasting Network(R) (http://www.ambrosiawine.com and http://www.winetasting.com).
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