Frost & Sullivan Honors First Tennessee Bank with 2015 Best in Class CIO Impact Award
Cicero Software Improves Employee Productivity, Improves the Customer Experience
CARY, NC February 24, 2015 — Cicero Inc. (BB:CICN), a leading provider of activity intelligence and improvement software for the back office and contact center, announced today that its customer, First Tennessee Bank, has been named by Frost & Sullivan as a winner of the 2015 Best in Class CIO Impact Award in the category of Enterprise Architecture at an awards gala held at ConNEXTions 2015: A Frost & Sullivan Executive MindXchange. First Tennessee is a subsidiary of First Horizon National Corp. (NYSE:FHN).
Winners of the 2015 CIO Impact Awards are recognized for “enabling breakthrough new business models and strategies through the innovative use of transformative technologies.” First Tennessee Bank received the Enterprise Architecture award for using Cicero software in delivering a Customer Contact Center Desktop (CCCD) for their customer service operations.
First Tennessee Bank’s CCCD provides a unified desktop for contact center employees for high usage customer service functions. The primary goal of this project was to leverage existing applications to deliver a Cicero smart desktop to improve customer and employee experience. The CCCD integrates 45 disparate applications and automates processes in a unified intelligent desktop. The improved desktop provides shorter new hire training, increased employee productivity and cost savings using existing business systems. Most importantly, the CCCD has improved the service experience for First Tennessee Bank’s customers. Read more in the case study at: http://ciceroinc.com/wp-content/uploads/2015/02/FTB-Case-Study.pdf.
“The call center desktop has been a game-changer for our customer service agents. It allows them to spend more time interacting with and serving our customers versus navigating separate backend systems. It also greatly reduces the amount of upfront training required for an agent to be proficient. It also provides us with valuable insights into call trends and patterns,” said First Horizon CIO Bruce Livesay. “We are focused on delivering a differentiated customer experience and the call center desktop really has enabled our agents to offer platinum-level service for every call.”
“First Tennessee Bank selected Cicero to be the foundation of its customer service architecture, which allows them to leverage existing technology investments, remove the roadblocks to employee productivity, and improve the customer experience,” stated John Broderick, CEO of Cicero. “We congratulate First Tennessee Bank on winning this prestigious award.”
About First Horizon
The 4,300 employees of First Horizon National Corp. (NYSE:FHN) provide financial services through more than 170 First Tennessee Bank locations in and around Tennessee and 26 FTN Financial Group offices across the U.S.. First Tennessee, which celebrated its 150th anniversary in 2014, has one of the highest customer retention rates of any bank in the country. FTN Financial is a capital markets industry leader in fixed income sales, trading and strategies for institutional clients in the U.S. and abroad. FHN has been recognized as one of the nation’s best employers by AARP and Working Mother magazines. More information is available at www.firsttennessee.com.
About Cicero Inc.
Cicero provides process analytics and automation software that help organizations isolate process issues and automate employee tasks in the contact center and back office. Leveraging a suite of sensors, Cicero Discovery provides user endpoint analytics by collecting activity data and mapping employee effort to highlight areas for improvement in business processes, compliance, training and application utilization. Business analysts and IT then target these areas with Cicero Discovery Automation 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. Learn more at ciceroinc.com.
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Safe Harbor: Except for any historical information contained herein, this news release may contain forward-looking statements on such matters as strategic direction, anticipated return on investment, business prospects, the development and capabilities of the Cicero product group, new products and similar matters. Actual results may differ materially from the anticipated results or other expectations expressed in this release of a variety of factors, including risks that customers may not adopt the Cicero technology, which Cicero Inc. may not successfully execute its new strategic initiative and other risks and uncertainties that could cause actual results to differ materially from such statements. For a description of other factors that could cause such a difference, please see Cicero Inc.’s filings with the Securities and Exchange Commission.
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