Unify. Interact. Understand.

Are your clever agents burdened by a not-so-clever workspace? Maybe they’re using multiple systems, Alt+Tabbing their way through every customer interaction?

Being bogged down with lengthy, time consuming workarounds, dead-end processes and outdated operations not only negatively impact your staff, but also your customers and the relationships you hold with them. To enable your agents to make a difference, you must give them software that makes a difference – the right tools they need to not only meet your customer’s needs and expectations, but exceed them.

Ciboodle One, our intelligent desktop, is the right tool - bringing calm to chaos, intelligence to interactions, and contentment to customers. The multi-channel unified agent desktop empowers both customers and agents, providing the right information, at the right time, in the right place for every interaction.

Across all channels, Ciboodle One captures a detailed history from a customer’s first contact to the point of resolution. By collecting and leveraging this key customer data, we can perceptively present new products or additional services that could benefit your customer, and in turn, their relationship with you.

Propensity driven cross-sell and up-sell opportunities ensure that agents know in real-time what your customers want and like; this turns your customers into advocates and your contact centre into a profit centre.

Ciboodle One delivers a flexible agent desktop, displayed to suit visual or analytical perspectives, aligning with your agent’s learning and training styles which allow for more intuitive use. Ciboodle One’s desktop user interface can easily be configured to match brand or organisational guidelines and can also be connected to user or skill-based entitlement profiles. With essential customer information and contextual knowledge, agents can rapidly respond to customer queries, sales requests or complaints, making communications much simpler and more rewarding.

Using Ciboodle One, agents are empowered to focus on the customer and given the power to please. Ciboodle One’s complete view of your customer interactions speeds access to key data, improves first contact resolution, streamlines training and ultimately results in a superior customer experience.

a.k.a. Intelligent Desktop, 360° Customer View, Unified Agent Desktop

• Reduced call centre service costs by 60%

• Increased first contact resolution from 30% to 90%

• Achieved a 75% reduction in follow up interactions

• Reduced user training time by an average of 50%

• Integrated 18 applications into a unified desktop that supports 6000 staff

• Increased call profitability by average 7 cents per call

• Reduced average handling time by 75%

• Saved $1.2m in increased customer inquiry resolution

“Ciboodle One has made us more efficient, consistent and customer focused in providing top quality service by integrating our systems, making it easier for our associates to navigate and provide accurate information to our customers.”

Ciboodle One Track Record

For more information please contact:

t: +44 (0)141 533 4000e: info@sword-ciboodle.com

www.sword-ciboodle.com/one

Sandra Ramos, Team Manager, Sales and Service, Teleservice Outbound, Sears

Ciboodle One Features

• Customer profile shows a unified view of the customer with alerts and flags highlighting key attributes

• Homepage provides an intuitive and collaborative web-based work environment to display all customer interactions, work items, and processes

• Agent knowledge and FAQs provide relevant, timely, and context-driven information for agents during interactions

• Skill and role entitlement enables real-time access to predefine or change who has access to what and when

• Dynamic scripting guide staff through the right steps in the right order, resolving requests at first point of contact

• Agent collaboration pushes work to users with role-based routing, assignment, escalation, and prioritisation

• Agent-to-agent text chat increases first contact resolution

• Dashboards visualise performance against KPIs

• Enterprise telephony adaptors integrate with all industry- leading providers

• Contact history integrates and automates, with an immediate view of all interactions across all channels

• Wrap up calls comprehensively in one screen capturing line-item detail, freeform comments, and customer mood

“All applications within a single screen improves our customer service, letting us take care of our customers in a rapid manner and provide the solution right then and there. Ciboodle is a great investment for this company! I’m excited!!”

North American Customer Service Agent using Ciboodle One

The most flexible user interface on the planet