Sword Ciboodle Leverages SAS® Analytics in New Intelligent Contact Center
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CHICAGO , Oct. 25, 2011 /PRNewswire/ -- Sword Ciboodle, a global provider of customer engagement solutions, today introduced the Intelligent Contact Center - the most complete customer engagement suite of offerings on the market today. Powered by SAS, the leader in business analytics software and services, and integrated with Sword Ciboodle's customer engagement solution, The Intelligent Contact Center leverages customer information intelligently – empowering organizations to deliver a personalized, impactful customer experience while maximizing additional revenue opportunities.
Unlike anything the industry has seen before, the Intelligent Contact Center consists of four advanced engagement tools:
Intelligent chat - Real-time advanced, predictive chat capabilities transform the online experience into a process and data driven channel that identifies high-value prospects and generates intelligent offers, an industry first.
Intelligent offers – Generated by honed insights that identify relevant and timely cross-sell and up-sell opportunities.
Social media intelligence – Surfacing and processing conversational data from across the social web to provide a richer view of customers and create relevant proactive outreach and reactive customer care.
Lead management and campaign execution – Customer profiling intelligence is delivered through Ciboodle One, Sword Ciboodle's Unified Desktop, to arm agents with the next best action for each individual customer, highlighting the most appropriate action to turn new contacts into sales leads and existing customers into upsell and cross sell candidates.
"The new capabilities offered by The Intelligent Contact Center will empower organizations to boost their customer engagement initiatives and measurable ROI," said Andy Bober , SAS Director of Customer Intelligence Product Management. "Backing up conversations with analytics, including insights gleaned from social media, can improve customer experience and improve the efficiency of a contact center's operations."
"This has been a very exciting collaboration for us," said Ted Hartley , Chief Channel Officer of Sword Ciboodle. "We are known for our industry-leading customer engagement tools, but adding enhanced real-time analytics and predictive capabilities means we are talking the true definition of a 'game changer.' The Intelligent Contact Center is going to shake up the market!"
Sword Ciboodle will be exhibiting at the SAS Premier Business Leadership Series event at the Grande Lakes Resort, Orlando, FL from October 25 - 27, 2011 .
About Sword Ciboodle
Sword Ciboodle delivers award-winning, modular CRM software to contact centers worldwide for advanced customer engagement across multiple social channels. The Sword Ciboodle platform accelerates the ability to deliver consistent customer service, leading to exceptional customer experiences that reduce overall operational costs and achieve higher revenue. Sword Ciboodle's family of product offerings can be categorized into three service bundles; be served, be solo and be social. The company and its contact center software are consistently recognized by industry analysts as one of the world's leading customer-centric solutions; featured by the prestigious Gartner Magic Quadrant, CRM Customer Service Contact Centers, for five consecutive years.