by Paul Stockford, Saddletree Research. Teleopti AB. of Stockholm, Sweden has introduced the addition of desktop analytics to their workforce management (WFM) suite, Teleopti WFM. Underlying this new addition, dubbed Teleopti WFM Desktop Analytics, is a partnership between Teleopti and Cicero, Inc. of Cary, NC. The growth in support of non-voice customer communications channels coupled […]
Cicero provides desktop analytics and automation software that enables companies to focus on simplifying customer and employee effort while achieving significant productivity gains. Leveraging a suite of sensors, our Cicero Discovery product provides insight across the enterprise by collecting activity data and isolating process issues to highlight areas for improvement in business processes, compliance, training and application utilization.
Business analysts and IT then target these areas with our Cicero Automation product to automate tasks and simplify employee work. By realizing and removing the barriers to productivity, customers such as Nationwide and UBS use Cicero solutions to build enterprise value by improving performance, reducing cost, and transforming the employee and customer experience.
This Cicero Blog includes insights from top analysts such as Paul Stockford from Saddletree Research and other industry leaders.
by Paul Stockford, Saddletree Research On August 10, 2015 Nexidia of Atlanta, GA, and Cicero, Inc. of Cary, NC, issued a joint release announcing the creation of a partnership between the two companies that will deliver an original approach to speech and desktop analytics that addresses the challenges of regulatory compliance while providing deeper insight […]
Today’s CRM is Not a Cure-all for Productivity and Customer Service Challenges. You Cannot CRM Your Problems Away Today, CRM has taken a less frenzied and decidedly more dignified position in the contact center industry. The popularity of cloud-based CRM, however, has spurned to the CRM of 15 years ago, it still doesn’t solve all […]
blog ping service “When reviewing this product announcement, Saddletree Research was immediately struck by the pragmatic approach Cicero is taking to solving a problem that does not get the headlines of the more trendy of today’s contact center solutions, but is a challenge that we believe is universally understood and likely universally experienced in the […]