Sword Ciboodle Leverages SAS Analytics in New Intelligent Contact Center
New solution offers a peak into chat, selling opportunities, social media interactions, lead management, and campaign execution.
Posted Oct 25, 2011
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Sword Ciboodle, a provider of customer engagement solutions, today introduced the Intelligent Contact Center. Powered by SAS and integrated with Sword Ciboodle's customer engagement solution, The Intelligent Contact Center leverages customer information to allow organizations to deliver a personalized, impactful customer experience while maximizing additional revenue opportunities.

New capabilities contained in the Intelligent Contact Center include the following:

  • 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.
  • 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, director of customer intelligence product management at SAS. "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 at 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!"

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