Cicero Discovery Sensors
Back Office Desktop Analytics and Automation
Contact Center Desktop Analytics and Automation

Desktop Activity Intelligence

Analytics & Automation for the Back Office and Contact Center

Cicero provides desktop activity intelligence and improvement software to measure and manage how people, processes, and technology work together in the contact center and back office.  Leveraging a suite of “sensors,” Cicero Discovery’s desktop analytics software collects any desktop activity and supports Big Data initiatives by capturing the customer journey at various touch points. This allows organizations to focus on areas for improvement in business processes, compliance, training, and application usage.

Desktop Analytics

Understand the Customer Experience

Use desktop data to understand how your customer engagement and customer interaction processes are working. Combine desktop data with other data providers such as WFM, CRM, and ACD to map the entire customer journey.

Understand the Employee Experience

Gain valuable operational insight into how your employees follow processes and use technology. Set waypoints to measure processes across apps, users, and departments. Capture system and app performance.

Desktop Automation

Cicero Automation - Move Data
Move Data

Move data between applications to eliminate redundant and erroneous data entry.

Cicero Automation - Search
Search & Look-ups

Automate customer look-ups, product searches, etc., displaying data within the context of what the employee is doing.

Cicero Automation - SOA Consumer
SOA Consumer

Integrate data from other sources and automatically share it across desktop applications.

Cicero Automation - Single Sign-On
Single Sign-On

Reduce the amount of time employees spend logging into applications and re-log them in throughout the day.

Red Line

Green Line
Gray Line
Blue Line

Cicero Customers

MedData
KHEAA
JPMC
Hagerty
First Tennessee Bank
First American
El Paso Electric
Deutsche Bank
Crestline
Coventry
Center Partners
Canon
Bank of America
Bankers Financial
Assurant
Altagas
AirEvac
AIC
American Homepatient
American Diabetes Association
Vanderbilt
UBS
Seattle
Nationwide