Cicero Inc. Rated a “Hot” Vendor in the 2011 Value Index for Customer Experience Management - Agent Desktop
Ventana Research Identifies Cicero Inc. as a Top Supplier of Customer Experience Management Software Solutions
Cary, North Carolina – April 12, 2011 – Cicero Inc. (BB: CICN), a global leader in customer experience management and desktop integration solutions, announced that it has been named “Hot Vendor” in Ventana Research’s 2011 Value Index for Customer Experience Management – Agent Desktop.
Over the past year Ventana Research evaluated vendors delivering key elements of Customer Experience Management (CEM) solutions in seven categories: usability, manageability, reliability, capability, adaptability, validation, and total cost of ownership/return on investment. Using this data, Ventana Research placed vendors on a scale from minimally valuable or Frigid, to very valuable, or Hot to represent significant value to potential buyers. Cicero’s offering, Cicero XM, was rated Hot for its capabilities in delivering a smart or intelligent unified desktop solution to support customer experience management needs.
“My research into customer experience management showed that contact center agents struggle to provide a good experience because they spend too much time navigating all the systems on their desktop rather than focusing on the customer” said Richard Snow head of contact center and customer research at Ventana Research. “The research showed that companies recognize that what they need is a smart desktop such as Cicero XM that makes it much easier for agents to access systems and information and be prompted with appropriate next actions. This has comprehensive capabilities that make it fully deserving of its Hot rating in our Value Index for CEM agent desktop”
The Ventana Research Customer Experience Management Value Index is an analytic representation of the assessment of how well vendors’ offerings meet buyers’ requirements for software that enables and support Customer Experience Management. Visit http://www.ventanaresearch.com/cemvalueindexto download the Executive Summary.
“Cicero XM was designed to reduce the cost, risk and time involved in optimizing employee desktops,” stated Mike Garner of Cicero. “Today our customers are using Cicero XM to both understand how employees are performing their work and driving a productivity lift of 20% or more by simplifying search, documentation and decision-making tasks. We are very excited to have one of the most trusted names in business and technology research conclude that our solutions provide significant value in the customer experience management space.”
About Ventana Research
Ventana Research is the leading benchmark research and advisory services firm. We provide expert guidance to help organizations manage and optimize performance - to become not only more efficient but more effective. Our unparalleled insights and best practices guidance are based on our rigorous research-based benchmarking indexes of people, processes, information and technology across business and IT functions worldwide. The combination we offer of benchmark research, rigorous market coverage and in-depth knowledge of hundreds of technology providers means we can deliver business and technology education and expertise to our clients where and when needed. The Ventana Research Indexes - the Value Index and the Benchmark Index family - have redefined the research industry by providing accessible, easy-to-use research-based business and technology guidance to businesses. For more information visit www.ventanaresearch.com
Ventana Research Company Contact:
Marisela Reynoso (415)955-2733
About Cicero Inc.
Cicero Inc. provides solutions that enable business transformation of enterprise interactions across companies and government organizations. Cicero XM technology delivers this capability via an innovative combination of desktop integration, automation, presentation and analytics capabilities, built to transform customer interaction into the most powerful marketing and branding asset a company can own. Cicero stands out among other software solutions for its ease of configuration and change control eliminating up to 90% of the change control costs and time, providing the ability to deliver actionable intelligence through efficient combination of telephony and interaction data, and delivering immediate benefits with an ROI in less than 6 months. Learn more at www.ciceroinc.com.
Cicero, Cicero Integrator, Cicero XM, Cicero XM Integrator, Cicero XM Desktop, Cicero XM Discovery, and Cicero XM Enterprise are trademarks or registered trademarks of Cicero Inc. and/or its affiliates. Other company names and/or products are for identification purposes and are the property of, and may be trademarks of, their respective owners.
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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