Smart Service Queensland Grows Its Award-Winning Contact Centre on the Sword Ciboodle Platform

By Sword Ciboodle, PRNE
Wednesday, September 21, 2011

SYDNEY, September 22, 2011 -

Government Agency Contact Centre is a finalist in the ATA Awards, Recognised for Operational Excellence

Sword Ciboodle, a global provider of customer engagement solutions, today announced that client Smart Service Queensland has expanded its Contact Centre, which serves the citizens of Queensland, Australia, and been shortlisted for an operational excellence award by the Australian Teleservices Association (ATA). The Sword Ciboodle platform now supports more than 300 agents and management of more than 200 service types. The Contact Centre typically receives more than 2.5 million inquiries per year, with more in emergency situations, such as the recent flooding that affected more than 200,000 people as well as Cyclone Yasi.

The Smart Service Queensland Contact Centre is part of an integrated service excellence program for the Queensland Government that offers services via telephone, email, facsimile and integrated voice response through an integrated contact centre.  The Contact Centre has received numerous awards and commendation for its facilities and technology as well as the dedication and talent of its staff. The Contact Centre is currently a finalist in the State ATA Awards for Queensland, which recognises excellence in contact centres based on factors including the site, environment, systems, people, policies and processes.

“Our goal for all clients is to implement a cutting edge customer engagement platform which focuses on the present but builds a strong base for future growth and change,” said Brian Donn, CEO, Sword Ciboodle, Asia-Pacific. “After working in close partnership with SSQ we are delighted with the result our team produced and especially proud to have been commended by the Minister for ICT for making a difference to front-line service delivery to the people of Queensland during the terrible floods experienced in early 2011.” 

To read Sword Ciboodle Reviews from Gartner, Forrester and others, please visit:

To learn more about Sword Ciboodle’s award winning, modular, multi-channel Customer Engagement Platform, please visit:

About Sword Ciboodle

Sword Ciboodle delivers award-winning, modular CRM software to contact centers worldwide for advanced customer engagement across multiple social channels. The Sword Ciboodle platform accelerates your ability to deliver consistent customer service, leading to exceptional customer experiences that reduce overall operational costs and achieve higher revenue.

Sword Ciboodle’s family of product offerings can be categorised into three service bundles; be served, be solo and be social.  The company and its contact centre software are consistently recognised by industry analysts as one of the world’s leading customer-centric solutions; featured by the prestigious Gartner Magic Quadrant, CRM Customer Service Contact Centres, for five consecutive years.

With staff located across 5 continents, Sword Ciboodle clients include Queensland Police Service, Australian Unity, Crazy Johns, Sony and Telecom New Zealand.

For more information, please visit

Media Contact:
Liz Erk with The Jaxson Group


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