ISG Software Research Analyst Perspectives

Cicero provides what I call a smart desktop product. The software allows users to hide multiple applications behind an easy-to-use interface and build rules to complete tasks more efficiently and effectively, for example, specifying what field to complete next or the next question to ask a caller. It enhances customer experience management by enabling users to focus on the customers rather than on how to access the various systems, data and information needed to resolve interactions. Over the last 24 months Cicero has consolidated its products into two applications:CiceroXM Discovery and CiceroXM Enterprise. Discovery lets companies collect user activity on the desktop; for example, what applications are used, in what sequence, along with what data is accessed and what data is entered. This information can be analyzed to show how different users execute different activities or how they carry out the same task, such as how they answer a complaint about a product. This allows companies to identify their best and worst performers and focus training to raise performance in specific areas. While Discovery allows companies to identify best practices for carrying out tasks, CiceroXM helps them build a common desktop that enforces procedures, or at least guides each user in how to complete a given task. Doing so can produce efficiency gains such as lower average-call-handling rates, effectiveness gains such as higher first-contact-resolution rates and, importantly, more consistency in the way customer-facing tasks are carried out, which my research into customer experience management shows is the biggest challenge companies face when handling customer interactions. Used in conjunction, Cicero’s two products help companies close the loop as they try to improve handling of customer interactions by analyzing how tasks are carried out, identifying potential improvements and then making changes in processes and people’s behavior to meet business goals. Alongside these product developments Cicero has been working to improve its implementation and support services, beef up its ecosystem of partners that help provide these services, enhance its supply model, which now includes cloud-based options, and support the emerging needs of mobile and remote workers to access systems from smartphones and tablets. Moments of truth in the customer experience are important for companies: If they get them right, customer satisfaction will increase, but if they get them wrong, customer churn will increase, along with the potential for negative comments on social media. All my recent research projects show that phone call volumes are still likely to increase even with the emergence of additional channels of communications. Companies therefore need to support their contact center agents with new desktop technologies that can make them more effective and their jobs easier. As companies set about this task, Cicero is one company whose products they should take into consideration. Have you recognized the benefits smart desktop technology can bring to your organization? If so, tell us more and collaborate with me on the topic. Regards Richard Snow – VP & Research Director

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