Cicero XM Overview

Cicero’s CEM Solution – Cicero XM™

Cicero XM is a Customer Experience Management (CEM) solution for contact centers and the enterprise. Cicero XM simplifies workflow, automates tasks, and automatically shares data between any applications from back office to desktop servicing solutions. Cicero XM is the only truly non-invasive solution. It differs from competitors’ various unified desktop concepts in that Cicero XM does not require taking away or hiding users’ access to existing applications but rather simplifies, extends, and automates processes using those applications while allowing new applications to be simply and rapidly integrated. In addition, Cicero XM features tools to create a modular, customizable interface, scripting or user guidance, screen pops, new composite applications, and a powerful toolbar. The result is a highly efficient, smart desktop that not only improves business user productivity but can also be quickly and easily changed to address ongoing business challenges.

Screenshot of Cicero XM

There are three core Smart Desktop products in the Cicero XM Suite:

Cicero XM Integrator

Cicero XM Desktop

Cicero XM Enterprise

The core technology behind all Cicero XM products.

A workstation-level solution for managing transactions.

An enterprise solution for managing transactions, including workflow.
  • Surface/desktop integration
  • The United Data Model™
  • Call flow
  • Web service consumer and provider
  • No visual components

Cicero XM Desktop includes Cicero XM Integrator, plus:

  • Prompting
  • Scripting
  • Composites
  • Toolbars
  • Dashboards
  • Soft-phone console
  • Flexible workspace

Cicero XM Enterprise includes Cicero XM Integrator and Cicero XM Desktop, plus:

  • Control over the behavior and states of every workstation and the entire system
  • Transactional data for every interaction
  • Analytics
  • Computer telephony integration
  • Single sign on
Plus, Cicero XM Studio

A visual toolkit used to integrate applications and configure Cicero XM products. Cicero XM Studio allows business analysts and IT to make changes to end user scripts, call flows, and composite screens without risk to underlying applications or business logic.

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