Cicero XM Desktop
Optimize Your Desktops to Reduce Costs and Deliver Exceptional Customer Experiences
Cicero XM Desktop is a standalone solution that brings all your existing applications— and even future ones — to work in concert together without replacing your systems, without a significant investment in money or time, and without rewriting a line of your existing application code. Cicero XM Desktop includes all the features of Cicero XM Integrator, plus user guidance, composite applications, toolbars, dashboards, softphone console and a flexible workspace to drive business user effectiveness.
Business Process and Workflow / Callflow Automation
Streamline process execution by sharing data between applications and navigating users through required screens based on the task at hand.
Presentation (Desktop, Dashboards, Toolbars)
Use your existing application screens and/or create composite views, applications, toolbars, and dashboards that reflect how users work and that change based on the context of the customer interaction.
360° View of the Customer
Create a single view of the customer by unifying only the required information from one or more applications in a single view.
Dynamic Decision Support / Call Scripting
Create dynamic scripts based on the current context and customer interaction that walk users through procedures and navigating the screens
Sign-On Enablement
Manage user logins by providing a central location to modify credentials; monitor and take action when users need to be automatically logged back into an application or when an application needs to be restarted without interrupting the user.
Workflow Adherence and Compliance
Enforce business requirements and compliance (e.g. PCI Compliance) in workflows by forcing users to complete the necessary procedures during customer interactions.
Call Wrap-Up
Record the actions the user took during a call or other interaction and include these in the call history or call wrap-up notes.
