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Sword Ciboodle Announces New SAS Powered Intelligent Contact Center

By Calvin Azuri
TMCnet Contributor

Sword Ciboodle (News - Alert), provider of customer engagement solutions for a global clientele, has announced a new Intelligent Contact Center that is powered by SAS, provider of business analytics software and services. The Intelligent Contact Center has been designed with the robust customer engagement capabilities available from Sword Ciboodle. The Contact Center utilizes customer data in an efficient manner which makes it possible for the company's clients to enhance their customer experience offering while simultaneously taking advantage of new avenues for revenue.

In a release, Andy Bober, SAS (News - Alert) Director of Customer Intelligence Product Management, said, "The new capabilities offered by The Intelligent Contact Center will empower organizations 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 center's operations."

The new Intelligent Contact Center has been designed to offer four essential customer engagement tools. These include the intelligent chat tool designed with advanced and predictive chat capabilities all in real-time capable of effectively converting the online experience into a process and data based channel capable of identifying prospects and creating intelligent offers. The second tool is the Intelligent offers which is based on specific insights which highlight important cross-selling and up-selling avenues for the business. The Center's Social media intelligence pulls up and processes conversational data from various social networking sites to deliver better understanding of consumers which in turn can help in the creation of highly targeted customer care opportunities. The lead management and campaign execution capability provides clients with profiling intelligence of their consumers via the Ciboodle One Unified Desktop. Leveraging this information, agents can deliver customized services that can help in converting potential contacts into sales leads.

Ted Hartley, Chief Channel Officer of 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 Center is going to shake up the market!"