Sword Ciboodle Launches New Intelligent Contact Centre Powered by SAS®
Sword Ciboodle, providers of customer engagement solutions, have launched a new Intelligent Contact Centre designed to deliver comprehensive customer engagement capabilities and enabling organisations to improve the customer experience whilst maximising revenue opportunities.
The new contact centre is powered by SAS®, providers of business analytics software and services, and will help companies to boost customer engagement and measure ROI (Return on Investment), as well as gathering insights from social media activity. The Intelligent Contact Centre will consist 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.
• Intelligent offers – generated by honed insights identifying relevant and timely cross-sell and sell-up 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, highlighting the best action to take to turn new contacts into sales leads, and existing customers into up-sell and cross-sell customers.
Andy Bober, Director of Customer Intelligence Product Management at SAS, said, “The new capabilities offered by the Intelligent Contact Centre will empower organisations to boost their customer engagement initiatives and measurable ROI. Backing up conversations with analytics, including insights gleaned from social media, can improve customer experience and improve the efficiency of a contact centre’s operations.”
Ciboodle One is a console for interacting with customers, providing a 360° customer view and quicker access to data, improving first call resolution and streamlines processes. Benefits include:
• Single agent desktop.
• An integrated, unified customer interaction hub.
• A multilingual, multi-channel, multi-branded customer service interface.
• A centralised display of service and sales metrics.
• A synchronised set of collaboration tools.
Ted Hartley, Chief Channel Officer at Sword Ciboodle, said, “This has been a very exciting collaboration for us. 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 Centre is going to shake up the market!”
Written by: Allie Philpin