Sword Ciboodle Teams with CSC to Advance Contact Center Operating ModelsBy Sword Ciboodle, PRNE
Monday, November 7, 2011
CHICAGO, November 8, 2011 -
- Collaboration Brings Comprehensive Customer Engagement Analysis & Solutions
Sword Ciboodle, a global provider of customer engagement solutions, today announced a strategic, global initiative with CSC (NYSE: CSC), a global leader in technology solutions and services. The two companies will seek to advance contact center operating models, transforming them from cost centers to profit centers by coupling Sword Ciboodle’s award winning contact center platform with CSC’s High Performance Contact Center (HCC) methodologies, tools and solutions.
Sword Ciboodle, together with CSC, will collaborate to offer a comprehensive program that analyzes the key areas within an Enterprise Contact Center - data and process. By uncovering both the obvious and hidden issues commonly associated with contact centers, the companies will work with clients to identify significant cost savings and service improvement opportunities. This unique approach has been developed to empower organizations to avoid costly service disruptions, enhance customer experience and increase efficiency across the contact center.
“CSC and Sword Ciboodle have a strong track record of delivering innovative solutions to support some of the world’s largest businesses,” said Alex Black, Senior Partner and Head of CSC’s Enterprise Intelligence Practice. “This engagement allows us to support one of the fastest growing software companies in this space, and together we hope to pioneer some incredible customer service-based innovations.”
“CSC understands the need for the next generation contact center. Their CRM and BI expertise - combined with their cloud computing, industry domain knowledge, and support offerings - make this a natural extension of our business model,” said Ted Hartley, Chief Channel Officer of Sword Ciboodle. “Having the opportunity to strengthen our core offerings with analytics and other assessment tools that CSC offers is a tremendous win for both existing and future customers.”
The Sword Ciboodle and CSC collaboration offer new functions that include:
- A single logical operating model, delivered across redundant physical locations designed for operational and service excellence. Each location contains standardized and shared processes, applications, telephony platforms and administrative capabilities.
- The ability to proactively interact with customers with a consolidated view of customers and processes.
- A choice of universal, dedicated or virtual agents with Unified reporting, metric and command and control capabilities across all contact centers.
- Self-service and mobile access options for customer interaction.
CSC is a global leader in providing technology-enabled business solutions and services. Headquartered in Falls Church, Va., CSC has approximately 96,000 employees and reported revenue of $16.2 billion for the 12 months ended July 1, 2011. For more information, visit the company’s website at www.csc.com.
About Sword Ciboodle
Sword Ciboodle delivers award-winning, modular CRM software to contact centers worldwide, enabling advanced customer engagement across multiple social channels. The Sword Ciboodle platform is essentially categorized into three tiers of service that empower your valued customers to: “be served, be solo, and be social.” Through these tiers, the company’s family of products accelerates your ability to deliver consistent customer service, leading to exceptional end-user experiences that reduce overall operational costs and achieve higher revenue.
Sword Ciboodle and its contact center software are consistently recognized by industry analysts as one of the world’s leading customer-centric solutions; featured by the prestigious Gartner Magic Quadrant, CRM Customer Service Contact Centers, for five consecutive years. With staff located across 5 continents, Sword Ciboodle clients include Sears, Sony, Admiral, JP Morgan Chase, Standard Bank and Eskom.
For more information, please visit www.sword-ciboodle.com, join the CRM discussion on our “Under the C” blog at www.sword-ciboodle.com/blog/, and follow us on Twitter at twitter.com/sword_ciboodle.
The Jaxson Group
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