Cicero for Contact Centers

Streamline Customer Facing Processes and Optimize Customer Experience

There are many software applications used in today's contact center, each addressing specific needs in hopes of providing better customer service at a low cost. Unfortunately, these tools usually do not share information or co-operate to support common, efficient processes. Consequently, agents have to work harder to navigate between screens, re-key redundant data, and learn new processes as business changes. And customers have to repeat information and wait longer - resulting in frustration.

Cicero resolves these problems and others by sharing data and streamlining navigation across applications to support existing and new business processes without changing a line of code. The result is an integrated unified desktop that makes agents more productive resulting in increased customer satisfaction. Cicero can:

  • Increase Agent Productivity
  • Shorten Training Time
  • Reduce Average Call Handle Time
  • Increase First Call Resolution
  • Reduce Redundant Entry and Errors
  • Shorten or Eliminate After Call Follow-Up
  • Streamline Navigation
  • Improve Customer Service
  • Shorten Hold Times and ASA
  • Provides More Information in a Single View
  • Shorten Calls with Streamlined Processes
  • Enforce Compliance with Regulatory Mandates and other Business Requirements

Unified Desktop in Weeks, ROI in Months

Cicero delivers results faster, better, and at a lower cost than other software solutions available. Implemented in weeks, not months, Cicero customers such as N.E.W. Customer Services Companies have realized an ROI in just a few months.

Integration for Contact Centers