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.
Search & Look-ups
Automate customer look-ups, product searches, etc., displaying data within the context of what the employee is doing.
Integrate data from other sources and automatically share it across desktop applications.
Reduce the amount of time employees spend logging into applications and re-log them in throughout the day.