Live by the Sword and engage customers

Sword Ciboodle, a provider of customer-oriented business software and services, today announced three new product modules in response to a new marketplace trend the company has branded as the Customer Engagement Continuum.

The Customer Engagement Continuum promotes customer choice, which Sword Ciboodle is empowering organisations to provide in the form of a comprehensive bundle of module software that enables their customers to do business on their terms.

Customers have become more mobile, judicious with time, demanding of simplicity, and less tolerant with business-driven organisational procedures and policies, the company says. In response to this new behaviour and the changing role of the contact centre, as well as buying behaviour of the market, Sword Ciboodle has created three solutions designed to offer a greater range of choice.

The new modules focus on the engagement channels that matter most: contact center and self-service. Ultimately, as this module set grows over time, Sword Ciboodle says its new proposition will enable organisations to holistically embrace new consumer behavior and manage all facets of various customer interactions for a better overall customer experience.

"It's all about customer choice," said Paul White, CEO of Sword Ciboodle Americas. "Whether the customer wants to interact over the phone, internet or in person, we have tapered the process and made the experience rewarding. Good service is complex and we bullet-tested these modules to ensure all issues can be handled, resolved quickly with the goal of goodwill and loyalty as a byproduct."

Utilising more than 20 years of experience developing effective contact centre technology solutions, Sword Ciboodle and their team of customer relationship management (CRM) experts have created modules to meet the demands of the changing customer engagement continuum:

• Ciboodle One - Sword Ciboodle's One is a console for interacting with customers for contact center agents and a window into the customer for back office experts. It provides a 360-degree view of customers, their preferences, their interactions and their products. The intelligent desktop empowers agents, reduces operating costs and improves the entire customer experience.
• Ciboodle Flow - Sword Ciboodle's Flow manages end to end customer requests across people, process and time, whether it entails service requests, correspondence handling, complaints management, dispute resolution, help desk issues, fault reporting and resolution. Documents, previous call notes, scanned images/diagrams, transcripts and other relevant sources are able to be referenced with a click of a mouse to resolve or inform.
• Ciboodle Live - Sword Ciboodle's Live offers self-service capabilities to users for a "do it yourself" experience. Ciboodle Live addresses this mindset through a cohesive set of web offerings, which entail such self-service portals as online chat, web forms and click to call.

With these options at their fingertips, customers will achieve their goals quickly, leading organisations to reduce cost to serve and improving the overall customer experience, Sword Ciboodle says.

The company also has more modules in development, White says.

"The Customer Engagement Continuum embraces every angle, every dialogue, every service interaction and every channel," he said. "We want to be the customer's channel for them to get what they need from the business that they choose to give their business to. We are developing a series of additional modules utilising preferred communication methods which will allow our customers to provide a truly rounded customer engagement strategy."