Cicero XM Enterprise
Drive Efficiency, Effectiveness and Operational Excellence
Cicero XM Enterprise is the first true Customer Interaction Management (CIM) solution delivering total interaction reporting, communication capabilities, and unprecedented operational insight to improve business user productivity and the customer experience. Cicero XM Enterprise builds on the features of both Cicero XM Integrator and Cicero XM Desktop to deliver a flexible, enterprise solution with the following additional functionality:
Intelligence and Reporting
Know what is going on with real time and historical data blended from desktop applications, enterprise systems and telephony; use reporting to drive further efficiencies.
Adaptability
Use Cicero XM Enterprise’s centralized control to allow business analysts to quickly change and deploy scripts, call flows, composite forms, applications, etc.
User Scorecard
Users can pick and choose what telephony and business application they want to display in a single scorecard to monitor their productivity.
Customer Transfer
(Representational State Transfer or REST) Transfer the state of the transaction with the caller to another user without having to start over and repeat questions to the customer allowing the call flow to move forward.
United Data Model (UDM)
Loosely couple applications and persist transaction data using the Cicero XM Enterprise UDM to pre-fetch information for a call before a user speaks with the customer, support intelligence and analytics, and add new data elements to existing applications with no external data source.
