Sword Ciboodle, a provider of customer engagement solutions, today announced a strategic, global initiative with CSC, a global provider of technology solutions and services, to advance contact center operating models, transforming them from cost centers to profit centers.
The new partnership brings toggether Sword Ciboodle's contact center platform with CSC's High Performance Contact Center (HCC) methodologies, tools, and solutions.This will result in a collaborative effort to create a comprehensive program that analyzes data and processes within an enterprise contact center. By uncovering both the obvious and hidden issues commonly associated with contact centers, the companies will work with clients to identify significant cost savings and service improvement opportunities.
The Sword Ciboodle and CSC collaboration offer new functions that include the following:
- A single logical operating model, delivered across redundant physical locations designed for operational and service excellence. Each location contains standardized and shared processes, applications, telephony platforms and administrative capabilities.
- The ability to proactively interact with customers with a consolidated view of customers and processes.
- A choice of universal, dedicated or virtual agents with Unified reporting, metric and command and control capabilities across all contact centers.
- Self-service and mobile access options for customer interaction.
"CSC and Sword Ciboodle have a strong track record of delivering innovative solutions to support some of the world's largest businesses," said Alex Black, senior partner and head of CSC's Enterprise Intelligence Practice. "This engagement allows us to support one of the fastest growing software companies in this space, and together we hope to pioneer some incredible customer service-based innovations."
"CSC understands the need for the next-generation contact center. Their CRM and BI expertise, combined with their cloud computing, industry domain knowledge, and support offerings, make this a natural extension of our business model," said Ted Hartley, chief channel officer at Sword Ciboodle. "Having the opportunity to strengthen our core offerings with analytics and other assessment tools that CSC offers is a tremendous win for both existing and future customers."