Contact Center Solutions Featured Article

November 10, 2008

Sword Ciboodle Receives British Notice

By David Sims


Scottish vendor Sword Ciboodle, a vendor of business software and services, reportedly has been included on Great Britain’s industry journal Call Center Helper’s Top 10 call center software list. The list is based on the companies and products that have most impressed the British magazine’s editor over the past year.
 
Recently recognized by analyst firm Forrester (News - Alert) in process-centric customer service, Sword Ciboodle is the only software of its kind to be included in the Top 10. The Ciboodleans say the product’s strength in improving contact center agent productivity was a factor in its inclusion on the list, which selects firms doing business with British or Irish firms.
 
“Today more than ever, productivity issues continue to plague call centers and the need for effective desktop software products has never been greater,” said Jonty Pearce, an editor at Call Center Helper.
 
A complete list of the Top 10 Call Center Software can be viewed here.
 
Mike Hughes, a business unit director at Sword Ciboodle, called agent productivity “one of the areas that ciboodle helps contact centers improve.”
 
Sword Ciboodle is described by company officials as a combination of process-managed CRM software and specialist consulting and delivery services. Operating in 37 countries, Sword employs over 2,000 people and in fiscal year ending December 2007 generated $263 million in consolidated revenue.
 
Last month, TMCnet reported that Sword ciboodle announced that it was working with U.K. baby food giant Nutricia to help the company “enhance its customer service capabilities.” Part of Groupe Danone’s Baby Nutrition division, Nutricia sells baby food brands Cow & Gate and Aptamil.
 
Nutricia runs customer relationship programs both in the consumer and healthcare professional marketplace, supported by a Careline staffed by dieticians, nutritionists, midwives and mothers.
 
The programs, Nutricia officials say, are designed to provide information, support and advice to their respective audiences, via a wide range of contact channels, including phone, postal mailings, Web sites, e-mails, SMSs, live Web chats and desktop characters.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Michael Dinan


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