OEM Capabilities
Use Cicero technology to extend the capabilities of your current product offerings, deliver unique solutions to your customers, and grow your market share. Companies are embedding Cicero’s unique desktop technology in Work Force Management, Call Recording, Analytics, and other solutions. Cicero offers the following OEM products to its partners:
Capture and Publish
Monitor and analyze user activity in real time at the desktop to identify inefficiencies and areas for process improvement to reduce Average Handle Time, Call Wrap-up Time, repetitive tasks, and bottlenecks.
Store the data for dashboards and analytics or deliver to third party reporting, Business Activity Management (BAM), Business Intelligence (BI), Business Process Management Solutions (BPMS), or System Management applications. The data collected can include any mouse clicks, keyboard activities, or cross-application generated events.
Alerts
Generate real-time alerts and trigger prompts, scripts, and other activities based on business rules and actions taken by the user. Notify managers or supervisors with alerts when there is a problem, a high valued customer issue, a suspicious activity, etc.
Cicero is a product that can add significant value to the overall effectiveness of the call center solutions that we design.
President, International Systems Integrator
Integration
Share data or trigger events from any desktop application such as starting and stopping call recording applications.
Scripting
Deliver dynamic scripting based on application events or human interaction.
Compliance Monitoring
Enforce business rules and compliance requirements (e.g., PCI Compliance) in real time for workflows by forcing users to complete the necessary procedures. Using history and reporting, you can also identify and address exceptions to common user tasks and call flows.
