Cicero Inc., a provider of solutions and services that help enterprises in transforming their interactive presence across companies and government organizations, has announced a collaboration with Frost & Sullivan, a company that offers new and innovative methodologies for accelerating growth. Under the new alliance, a number of online and offline events will be organized to present new tools to the participants, which will enable them to utilized the human resources of contact centers for boosting both customer and the agent satisfaction.
The company provides its Cicero XM technology that joins desktop integration, automation, presentation and analytics capabilities to create a marketing and branding asset from its customer interaction resources. It can be easily configured and saves around 90 percent change control costs and time when compared to other solutions.
On March 3, 2011, an informative eBroadcast titled “Head or Tails: Is your plan for 2011 choppin’ heads or kickin’ tail? Using Effort Analytics to Improve the Agent and Customer Experience” will be jointly attended by Jim Rembach, chief spokesman at Customer Relationship Metrics; Joe Outlaw, industry specialist and analyst at Frost & Sullivan and Mike Garner, chief customer officer at Cicero.
During the discussion, the experts will concentrate upon analyzing the way top performing call centers have been enhancing the overall agent and customer experience. It will enable the attendees get the latest information about leveraging ‘effort analytics’ as a productive way to understand and improve their customer contact operations.
Earlier this month, Cicero Inc. announced the general availability of Cicero XM Discovery 2.0, a nimble and configurable tool to capture and record how employees interact with desktop applications to quickly identify areas for process improvement and cost reduction.