Improving a call center business essentially means driving productivity of an organization. Most Fortune 500 companies have realized the importance of delivering the best customer service and implemented advanced call center solutions to achieve their productivity goals.
Cicero, a provider of business performance software and services, has just revealed that a Global 200 provider of insurance products and services with over $115 billion in assets has signed a contract with the company in order to leverage the integrated Cicero XM Smart Desktop solution for their call centers.
The software license and services agreement between Cicero and the insurance company is part of that company’s efforts to implement a call center enhanced desktop with innovative capabilities including automated sign-on, application quick launch, automated search and navigation, consolidated views of key information and other features.
Cicero XM improves contact center and back office productivity by integrating and presenting information complete with unified desktops and desktop automation. The advantage of the new call center desktop is that it will use existing applications and will present information in an organized desktop, enabling customer service representatives to be much more productive.
The company’s solutions for call center businesses are designed to address the challenges of security, compatibility, and usability by leveraging existing applications and delivering integrated enterprise mobility at the fraction of time and cost as other approaches.
Cicero also offers Cicero Discovery, a desktop analytics solution, which helps collect activity and application performance data and track business objects across time and multiple users as well as measures against defined business process workflows for analysis and/or to feed third party applications.
“Our technology allows companies to leverage the investments already made in enterprise applications and securely serve up the right information to the right people when it is needed - at both the desktop and now the mobile device,” said Mike Garner, chief customer officer at Cicero, in a statement.
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Edited by Jamie Epstein