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Cicero XM: An Enterprise IT Software Solution

Cicero XM: An Enterprise IT Software Solution

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    GDS International - Next - Generation - Healthcare - Payers - Summit - US - 10 GDS International - Next - Generation - Healthcare - Payers - Summit - US - 10 Document Transcript

    • Cicero XM ™An Enterprise IT Software Solution
    • Table of Contents Introduction............................................................................................................................................... 3 What is Cicero XM? ..................................................................................................................................... 4 Cicero XM Core Technology ......................................................................................................................... 6 ™ United Data Model ................................................................................................................................. 6 Desktop or Surface Integration.................................................................................................................. 7 Cicero XM Studio..................................................................................................................................... 7 The Cicero XM Design and Build Process ................................................................................................. 8 Cicero XM Architecture ................................................................................................................................ 9 Client Applications ............................................................................................................................... 9 Cicero XM Enterprise .......................................................................................................................... 10 Cicero XM Enterprise RESTful Interaction Transfer .................................................................................. 11 Cicero XM Enterprise Client Deployment and Maintenance ..................................................................... 11 Other Cicero XM Enterprise Capabilities ................................................................................................ 11 How is Cicero XM Used?............................................................................................................................. 12 Using Cicero XM Discovery .................................................................................................................. 12 Using Cicero XM Integrator ................................................................................................................. 12 Using Cicero XM Desktop .................................................................................................................... 13 Using Cicero XM Enterprise ................................................................................................................. 15 Next Steps ............................................................................................................................................... 16 About Cicero ............................................................................................................................................ 16 Cicero Contact Information ........................................................................................................................ 16 Copyright Notice Copyright © 1998 - 2011 Cicero, Inc. and/or its subsidiaries. All rights reserved. Trademarks Cicero, Cicero Integrator, Cicero XM Integrator, Cicero XM Desktop, Cicero XM Discovery, Cicero XM Enterprise, and United Data Model 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. Trade Secrets Portions of this document contain trade secrets belonging to Cicero, Inc. and its suppliers. Contact Us Headquarters • Cary, NC USA US 1-866-538-3588 International 1-919-380-5000 E-mail: info@ciceroinc.com / Web: www.ciceroinc.com2
    • Introduction Your company does not have the luxury of time when it comes to increasing productivity, reducing costs, and improving the customer experience. Customers expect seamless service now and employees have to be more efficient and more effective in order to deliver high-quality service during each customer interaction. From intra- company back-office applications to servicing applications, your company needs to maximize each customer interaction while leveraging existing investments in best-of-breed applications. A new software solution, Cicero XM, is positioned to streamline the business processes that inform your business users from the back office to the contact center. It can be deployed quickly, economically, and iteratively (no “rip and replace”) and allows customer service representatives to simultaneously tap into disparate applications from a single, unified desktop. Cicero XM also addresses the immediate needs of IT executives, sales executives, contact center managers, and anyone who needs access to the critical information and streamlined processes that will elevate the customer experience. Cicero XM handles major IT and business requirements including: Saving time and money: Cicero XM allows companies to do more with less. It streamlines workflow, shortens and improves training and reduces call times. Implemented in 7-10 weeks with an ROI in a few months, Cicero XM also reduces the need to replace existing applications, develop in house solutions or begin a lengthy enterprise application integration project. Connecting technology to customer advocacy: More employees get more effective access to customer information with Cicero XM. This wealth of information presented when it is needed, enables enterprise and contact center employees to make faster decisions based on timely information. The contact center employees become empowered to deliver an experience based on the customer’s needs and value. Ease of Configuration and Change Control: Composite screens, workflows, scripts, alerts and other notifications can be easily built and maintained by business analysts or IT without the risk of negatively impacting the underlying applications. Cicero XM’s United Data Model™ keeps data secure and pure, eliminating up to 90% of change control cost and time. Eliminating silos: Cicero XM is an automatic silo killer. Compliance, consistency of customer information and other best practices are available through a mouse click, not a long chain of process-based commands. In this way, companies can take a customer-oriented view of business rather than a process- oriented view. Getting the most out of your technology requires speed, flexibility, and a firm focus on the customer as the beneficiary. Cicero XM gives executives and customer-facing employees new ways to achieve that. The enterprise challenges of delivering integration, automation, unified desktops, and a complete interaction management solution are not insurmountable. They are faster and more efficient than ever.3
    • What is Cicero XM? Cicero XM is a Customer Experience Management (CEM) solution for contact centers and the enterprise. Cicero XM simplifies workflow, automates tasks, and automatically shares data between any applications from back office to desktop servicing solutions. Cicero XM is the only truly non-invasive solution. It differs from competitors’ various unified desktop concepts in that Cicero XM does not require taking away or hiding users’ access to existing applications but rather simplifies, extends, and automates processes using those applications while allowing new applications to be simply and rapidly integrated. In addition, Cicero XM features tools to create a modular, customizable interface, scripting or user guidance, screen pops, new composite applications, and a powerful toolbar. The result is a highly efficient, intelligent desktop that not only improves business user productivity but can also be quickly and easily changed to address ongoing business challenges. There are four products in the Cicero XM Suite: Lightweight, easily deployed tool to track desktop events and activities at the user’s desktop with central data store. Surface/desktop integration, the United Data Model™, call flow, and web service consumer and provider with no visual components Cicero XM Integrator plus prompting, scripting, composites, toolbars, dashboards, soft-phone console, a flexible workspace Includes the features of Cicero XM Integrator or Cicero XM Desktop; An enterprise solution for managing interactions including workflow, call scripting, analytics, computer telephony integration, single sign on Cicero XM Enterprise includes a powerful database that not only provides data storage for transactional data about each interaction, but also provides the information that controls all of the behavior and states of each workstation and the entire system. Each Cicero XM product except Cicero XM Discovery includes a configuration toolset called Cicero XM Studio that consists of a unique set of designers that both IT and business groups can use to integrate, design, automate and present information across applications. A visual toolkit used to integrate applications and configure Cicero XM products. Cicero XM Studio allows business analysts and IT to make changes to end user scripts, call flows, and composite screens without risk to underlying applications or business logic.4
    • The following table summarizes the key features of the four Cicero XM products. Integrator Enterprise Cicero XM Cicero XM Cicero XM Cicero XM Discovery Desktop Feature Description Desktop Event Tracking and Monitor and capture end user desktop activities across applications X X X X Capture High level of object-oriented integration that eliminates the need for source code Non-invasive Integration X X X X modification Automate manual work processes such as auto-notation of actions performed and Workflow Automation X X X synching data across applications Provides a single, holistic view of the customer interaction data regardless of the United Data Model™ (UDM) X X X source of that data. SOA Consumer Allows for the retrieval of data that can be used with other integrated applications X X X Manage application logins at the desktop by providing a secure location to enter Single Sign-On (Static) X X and modify user information Provides the ability to add context sensitive prompts and/or Guidance X X complete guidance for the user Create new, dynamic composite applications based on any desktop applications Composites X X and data sources Configurable Workspace Create a single interface with separate and/or composite applications X X Integrated Softphone Provide TAPI or CTI server-based support with an integrated interface as part of the X X Controller workspace Collect desktop activities in a central store for real time and historical reporting and Centralized Data Store X X trend analysis Single Sign-On (Dynamic) Securely manage credentials in a central location X Fully integrated intra-office messaging including email and chat for business user, Messaging X supervisors, etc. End user customizable snapshot of the number of End User Scorecard X interactions handled, sales made or other data Interaction Transfer Transfer the data and state of all applications of an interaction from desktop to (Representational State X desktop Transfer) Server-based CTI Use server-based CTI to pre-fetch data for a given interaction X Create dashboards and reports from blended telephony and desktop application Business Analytics X data Automatic Failover and Persist data and update applications when they become available again to avoid X Redundancy service interruptions5
    • Cicero XM Core Technology Cicero XM Integrator, Desktop, and Enterprise use the United Data Model, Desktop Integration, and the Cicero XM Studio configuration toolset. United Data Model™ The United Data Model (UDM) is at the core of all three Cicero XM products. The UDM uses a unique abstraction layer that isolates the source(s) of data from the use of that data in scripting, reporting, form composition, workflows and other interaction components. The UDM can include data that is sourced from any other enterprise application or data that exists solely within Cicero XM. Data elements are easily defined using the UDM Designer in Cicero XM Studio (See Figure 1). No programming or database manipulation is necessary to add new data elements or to bind them to existing data sources. Figure 1 – UDM Designer in Cicero XM Studio The United Data Model allows companies to: • Provide scripting, workflow, composite screens, enterprise reporting, data validation from multiple enterprise applications without knowledge of, or impacting, legacy systems. • Provide a single view of the customer interaction data regardless of the source of that data. • Add new data elements to the UDM without an external data source. (Cicero XM Enterprise) These elements may be used to gather any data that may not be available in any of the legacy applications but can be reported together with that data to present a more complete holistic view of the interaction or the customer. • Create your own UDM and add it to an existing UDM. • Allow business analysts to manage and maintain scripts and data elements without impacting the integrity or security of the underlying applications.6
    • • Make changes to the underlying data sources without impacting the objects (scripts, composites, etc.) built with the UDM. • Use the contents of the UDM for any given interaction to pre-fetch data for a future call and support business intelligence and analytics. (Cicero XM Enterprise) Desktop or Surface Integration Cicero XM, the original desktop integration framework, is a unique solution because it allows you to non-invasively exploit the interaction between the applications and the platform on which they run. Using Cicero XM Studio, integrators interrogate or examine the interface exposed by an application (See Figure 2) and to selectively access specific information at a meta-level without requiring a deep knowledge of that applications internal implementation. Once the integrator has selected the information of interest, Cicero XM Studio translates the integration specifications into application Data Providers that are bound to elements of the UDM. Figure 2 – Example of Interrogating an Application Cicero XM Studio Cicero XM Studio is an integrated studio environment (See Figure 1) that consists of six designers: UDM, Activity, Workflow, Script/Guidance, Composite Screen, and Reports/Dashboard. The designers can be deployed in any combination within the studio to meet the needs of the organization. For instance, an organization can configure a deployable version of Cicero XM Studio to only contain the Script/Guidance designer. This studio could then be given to a training department to convert training materials into live interaction specific prompting and guidance to be presented at the precise moment of impact during an interaction. Another configured studio may contain just the presentation designers. A third studio may contain the Workflow designer (See Figure 3) and data modeling tool. While yet another could be configured to provide the technologists with the Activity designer and United Data Model Binding and assignment designers.7
    • The Cicero XM Design and Build Process The Cicero XM Studio design and build environment is both flexible and intuitive. Using the six designers in Cicero XM Studio you can easily: • Separate the design and build responsibilities • Target the correct implementation skill set • Enable team development • Control and provide a rapid turnaround for operations • Control and ensure the security of enterprise integrations points for IT • Support Model View Controller (MVC) architecture Figure 3 – Workflow Design • Enable offsite development Once an organization has defined your project requirements, you can begin using the Cicero XM Studio Designers to: • Interrogate legacy applications to create Data Providers. • Design a United Data Model (UDM) and bind to the Providers. Auto-generate the Data Model and Surface Model. • Develop domain specific language activities in .NET using the Surface Model and Data Model. • Build call/work flows using Activities and Rules with the UDM. • Develop Scripts with dynamic content and workflow control. • Layout composite screens and toolbars using content from the UDM and mash-up content. • Design Reports and dashboards using interaction data.8
    • Cicero XM Architecture As mentioned previously, Cicero XM is offered as separate but related products: Cicero XM Integrator, Cicero XM Desktop and Cicero XM Enterprise. Cicero XM Integrator and Cicero XM Desktop are both client applications that can be standalone solutions or clients for Cicero XM Enterprise. Client Applications Cicero XM Integrator has no visual components, runs as a Windows service, and provides integration and automation services for existing desktop applications in both 32 and 64-bit environments. It is capable of moving data between applications and controlling process flows across applications without having to modify the existing applications in any way. Cicero XM Integrator works with most applications types including Windows, web, Java, and mainframe applications such as 3270 or console applications. Cicero XM Desktop adds a series of visual components to Cicero XM Integrator. In addition to the Cicero XM Integrator’s Windows service, Cicero XM Desktop includes a Windows application that provides the ability to display a context sensitive toolbar, present “composite” displays and organize the user’s desktop by providing a docking interface for all applications required for a given interaction while only presenting those applications needed for the current application. It also provides a “command center” that allows access to scripting, a telephony control panel if a TAPI-compliant phone client is available, and other key functions. Like Cicero XM Integrator, Cicero XM Desktop is fully compatible with Windows XP (SP3) and Windows 7 32 and 64-bit editions. Figure 4 – Example of a Cicero XM Desktop As indicated previously, both clients support the core abstraction features of the United Data Model, providing the ability to build and modify workflows and (with Cicero XM Desktop) scripts and composite forms without having to have specific knowledge of where the data is coming from. Both clients also support secure single sign-on using the maximum available encryption processes. Single sign-on may be configured to be linked to the user’s account for all future use, or it may be restricted to a single session based on security requirements of the enterprise.9
    • Both clients utilize industry standard architectures based on Microsoft .NET 3.5 utilizing Windows Presentation Foundation (WPF) for all visual components, Windows Workflow Foundation (WF) for workflow management and the docx open XML format for storing and managing scripts. In fact scripts can be created in Microsoft Word or other docx compatible editor and then transferred into Cicero XM Studio complete with all graphics, charts and other formatting intact. Both clients are fully capable of consuming web-services and acting as database clients as well. Cicero XM Enterprise Cicero XM Enterprise uses an n-tier architecture to add enterprise Customer Interaction Management capabilities to the Customer Experience Management capabilities that exist within the Cicero XM client applications. Cicero XM Enterprise utilizes highly efficient and secure network communications based on standard Windows Communications Foundation (WCF) architecture. Figure 5 – Cicero XM Enterprise Architecture Cicero XM Enterprise consists of a series of small servers and a Microsoft SQL Server database. The Cicero XM Enterprise servers are deployed using an n+1 scheme to allow for redundancy using as a base configuration a maximum load of 300 Cicero XM clients (either Integrator or Desktop) per Enterprise server. One of the Cicero XM Enterprise servers is designated to act as the “Master”. This server has the responsibility for maintaining load balance among the other servers. If an enterprise CTI service is available, or Cicero XM Enterprise is configured to talk directly to an ACD, the Master server will also execute a “pre-fetch” on call arrival against the Cicero XM Database to retrieve any data that may be available from previous contacts with the caller. Lastly, in smaller implementations (under 500 positions) the Master server also acts as the web server for the real-time dashboards and reporting. Although not explicitly represented in the diagram in Figure 5, any Cicero XM Enterprise server is capable of acting as the Master. Cicero XM Enterprise is designed for maximum reliability: if a Cicero XM Enterprise server should fail for any reason, the Master will automatically redirect the clients that were working with that server to other servers seamlessly. If the Master should fail, one of the other servers will automatically “promote” itself to the Master and will reallocate its clients to other servers. The Cicero XM database is built on Microsoft SQL-Server (2005 or 2008) and can be deployed in an existing data environment or as a separate server. Cicero strongly recommends utilizing standard Microsoft replication, redundancy and backup procedures to ensure the level of reliability necessary for successful operations.10
    • Cicero XM Enterprise RESTful Interaction Transfer Cicero XM Enterprise supports complete Representational State Transfer (REST) of any interaction from one Customer Service Representative (CSR) to another so that when the receiving CSR gets the interaction it is in the same state as when it left the sending CSR’s desktop. This includes the complete UDM state, all scripts, composites, and workflows at the same state and all pre-existing applications navigated to the same checkpoint. This eliminates the need for the receiving agent to lookup the information and navigates manually through everything that has already been done. Cicero XM Enterprise Client Deployment and Maintenance Cicero XM Enterprise supports full automatic deployment of Cicero XM solutions and runtimes with full version control and roll-forward/roll-back capabilities. 1 There is no need to go to each workstation to install software whether it is a solution update created by Cicero XM Studio or an update of the product itself. Updates may be scheduled to deploy upon CSR login or immediately (between interactions). Only those portions of a solution that have changed will be deployed and are fully compressed to minimize network load. Updates may be targeted to certain CSR groups for testing. Deployments are automatically targeted solely to those CSRs who will be affected by the change. When a CSR logs in, the client software automatically checks to confirm that it has the appropriate version of all solution components that may be required for that CSR’s tasks. Other Cicero XM Enterprise Capabilities Cicero XM Enterprise provides the ability for supervisors to send messages to CSRs, collectively or individually, and for CSRs to chat with Supervisors or other designated users without interfering with the ongoing interaction. It further allows CSRs and Supervisors to see the “presence” state of appropriate other CSRs and Supervisors for purposes of determining availability to handle a transfer or chat inquiry. Other capabilities provided by Cicero XM Enterprise include: • CSR, Supervisor, Manager and other stakeholder dashboards • Dynamic, centralized Single Sign-on capabilities • Blended reporting and analytics consisting not only of interaction statistics but full business data • “Cradle to Grave” CTI management • Support for multi-interaction, multi-user workflows • Enterprise web-service provider will full load balancing and object brokering capabilities • Multi-site support • Work at Home Agent support • Kiosks and Web self-service support 2 1 This feature will also be available for non-Enterprise implementations with the forthcoming Cicero XM Studio Team Edition planned for release in 2011.11
    • How is Cicero XM Used? Using Cicero XM Discovery Provides Operational Visibility into Desktop Activity: Usage data enables business analysts to gain a much deeper understanding of the frequency and time spent on particular tasks and how applications are used to target areas for process improvement, increasing end-user productivity, and reducing costs. Common Uses for Cicero XM Discovery Use Example Quickly examine application usage and identify areas Collected data shows that CSRs are spending too for process improvement much time searching in the company’s knowledgebase increasing call times and customer frustration. Capture, analyze, and focus on Key Performance Data collected indicates that CSRs are copy and Indicators and metrics pasting data for after-call work in several applications. Monitor for potential business rule, compliance, and Reports show that users are accessing health records company policy issues and tracks access for HIPAA compliance and auditing. Supply desktop activity data to third-party enterprise Desktop activity feeds existing reporting tools to analysis and reporting applications (e.g., BI, BAM, BPM, combine telephony, WFM and other data to provide a WFM) full picture of CSR work. Using Cicero XM Integrator Efficiency through Integration and Smart Workflow: Enables the automated sharing and population of data among any enterprise solutions at the desktop. Below are common uses of Cicero XM Integrator, along with examples. Common Uses for Cicero XM Integrator Use Example Eliminates the need to manually copy and paste data An address change made in a supply chain system can between applications automatically populate all other systems that use this information, including the servicing application, and vice versa Uses CTI data to identify, retrieve and populate Once a call is identified via CTI, Cicero XM Integrator customer information in any CRM/servicing/customer can grab the required data from a premise-based management application Oracle Siebel system or a hosted Salesforce.com application and integrate it into the CSR’s servicing application Delivers the appropriate screen to the CSR, based on Gives the CSR the screen relevant to the IVR activity call context being accessed at the point when the customer decided to request live help Shares after-call/post-call data with all appropriate Copies and pastes the CSR’s after-call wrap-up12
    • Common Uses for Cicero XM Integrator applications summary from the servicing application to an ERP or R&D application so that engineers can see what needs to be fixed Passes data between mainframe 3270 screens and Automates the transfer of sales data from an servicing/customer management applications, enterprise resource planning (ERP) system into the enabling the integration of information from legacy CSR’s servicing application systems into the workflow of applications used by CSRs Uses a smart workflow to identify the context of a When a CSR accesses the credit line increase situation and capture relevant data from other decisioning screen on their serving system, the smart systems, so the right information can be delivered to workflow mechanism grabs the increase approval the CSR to address the customer’s issue guidelines as well as the necessary information about the customer’s credit-worthiness to determine if the caller qualifies and to provide a dollar amount Delivers desktop analytics; monitors, captures, tracks Cicero XM Integrator can identify when third-party and analyzes everything that CSRs do while using their applications supporting the contact center are slow to desktop servicing application to identify areas for respond and when CSRs repeatedly go to the wrong process and system improvements and CSR training screens; this information can be used to diagnose operating issues and CSR training needs Automates and generates CSR activity reports, In merged environments, such as in banking, telecom, eliminating the need to manually collect and insurance, etc., where there are often two or more aggregate CSR activity data in Excel spreadsheets customer servicing systems, Cicero XM Integrator can find the appropriate information in all of the relevant systems, normalize and aggregate it, and present it to management in a standard format Hides unnecessary fields, toolbars and data not Giving CSRs more information than necessary can be required by CSRs, expediting the handling of inquiries confusing or, even worse, cause them to be out of and improving quality compliance; Cicero XM Integrator can hide customers’ personal information from the claims adjustment screens so that CSRs do not have access to information that is not relevant to them Using Cicero XM Desktop Effectiveness with Intelligent Presentation and Guidance: Enables the development and delivery of enhanced or new composite servicing screens with data from all appropriate enterprise applications, empowering CSRs to address a minimum of 80% of all inquires in one environment. Common Uses for Cicero XM Desktop Use Example Context-sensitive composite screens can deliver the The icons included in the toolbar change based on the appropriate toolbar based on caller information, such needs of each caller; if a call is about an address change, as caller’s incoming phone number, customer value, the CSR receives one set of icons; if the call is about a customer category, most recent purchase, payment credit line increase, the CSR is presented with different history, etc. icons13
    • Common Uses for Cicero XM Desktop Provides single sign-in and automated log-in Many servicing environments require CSRs to access capability for CSRs data 4 to 10 different enterprise systems to resolve customer inquiries, so CSRs often spend the first five to ten minutes of every work day just signing in; this sign- in process can be automated and accomplished rapidly by Cicero XM desktop Presents a 360-degree view of the customer by Cicero XM Desktop can obtain customer servicing accessing and combining data from all relevant history from an Oracle Siebel solution, a list of sales systems and applications transactions from Salesforce.com, and product configuration data from SAP; all of this information can be presented to the CSR in one composite screen so that they do not have to jump among supporting applications to obtain the information they need to answer customer inquiries Identifies the ideal prospects for up-sell/cross-sell When a customer orders a pair of slacks, Cicero XM opportunities; also identifies the best offers for these Desktop can flag this individual as an ideal prospect for prospects a shirt and belt Issues alerts, triggers flags or pop-ups to CSRs when a If a caller is a known fraud risk, the CSR receives a pop- caller/customer requires special handling up alert not to sell them anything and to transfer the call to the fraud department Enforces compliance with business policies and rules When a CSR tries to close down or leave a screen by issuing pop-ups with instructions without filling in all of the required fields, the system sends a pop-up message reminding them to insert the missing information Enforces compliance with business policies and rules If a CSR tries to insert the wrong CVV numbers (security by preventing CSRs from entering data into code) for a MasterCard, the system rejects the inappropriate fields or entering wrong data transaction and generates a pop-up message explaining why Profiles customers and enables special handling for High net worth callers can be routed to the top-rated qualified callers CSRs with the best quality assurance scores Provides CSRs with guided scripts to facilitate the New CSRs are delivered the right scripts for each call handling and resolution of inquiries type, while experienced CSRs may receive just a few reminders Composite screens, workflows, scripts, alerts and other With Cicero XM Desktop, the contact center or IT can notifications can be easily built and maintained by control changes to the desktop such as modifying business analysts or IT without the risk of negatively scripts without impacting the underlying applications. impacting the underlying operating systems (Business analysts and IT can access the business logic that has been abstracted from the underlying code.) Includes a softphone capability that eliminates the The contact center can build a new composite servicing need for CSRs to use a separate ACD console to answer application that has the information necessary to customer calls resolve 80% of all inquiries, as well as offering softphone controls so that CSRs do not need to use their ACD consoles Provides role-based work spaces so that CSRs, Each supervisor is enabled to see only the data for their14
    • Common Uses for Cicero XM Desktop supervisors and managers receive the screens and CSRs and not for other teams fields that are appropriate for their jobs Using Cicero XM Enterprise Communication, Collaboration, and Insight: Empowers managers to build, implement and deliver desktop servicing/case management solutions using its own workflow tools, database and data store. Comes with fully integrated communications, telephony, CTI and presence features that simplify processing, back-end integration, reporting and analytics. Common Uses for Cicero XM Enterprise Use Example Enables an IVR or CSR to transfer a call with the If a customer decides to transfer out of the IVR to a CSR associated screen so that the receiving CSR knows the while in the middle of performing a credit line increase, history and status of the interaction without the caller the CSR receiving this call will know what information having to repeat information to the new CSR the customer already entered and where they were in the IVR before requesting live help Simplifies the contact center reporting challenge by Cicero XM Enterprise can gather data from multiple giving managers a server that collects operational ACDs, case management applications and the sales (historical) and real-time data from all telephony and systems so that the contact center VP can compare the business systems and presents the consolidated data performance of each center down to the CSR level, in real-time dashboards or customized report formats without manually integrating the results from a variety of systems Builds customer satisfaction surveys and delivers them Cicero XM Enterprise allows contact centers to build to CSRs in a context-sensitive workflow so that different surveys for customers, partners and prospects, customers receive the right survey for each situation and triggers the appropriate survey for each call Provides an application development environment, Cicero XM Enterprise can be used to build an order database and data store that are capable of entry application for CSRs to use when closing new functioning as the primary customer information sales or doing up-sells/cross-sells; the order entry repository/case management/order entry/trouble application feeds the enterprise’s ERP solution ticket system for the department Provides the underlying technology, architecture, Cicero XM Enterprise can be used to build a new case application development tools, database, data store, management/trouble ticket servicing application for a workflows, functionality and pre-built services to high-technology support team. rapidly build a case management/service or trouble ticket solution. Using the consolidated data store, Cicero XM The solution can identify the best up-sell offering for a Enterprise’s predictive analytics capabilities can particular customer, and share this information with an identify customer insights and operational challenges CSR when the customer calls in15
    • Next Steps Cicero offers a complimentary, no-obligation evaluation of your customer service and/or back office work environment with our Efficiency, Effectiveness, and Insight Assessment. Contact us at sales@ciceroinc.com or call us at 866-538-3588 to see if you qualify for this free assessment. About Cicero Cicero, Inc. provides solutions that enable business transformation of enterprise interactions across companies and government organizations. Cicero’s 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. Cicero Contact Information Cicero, Inc. 8000 Regency Pkwy Suite 542 Cary, NC 27518 International: 1-919-380-5000 U.S.: 1-866-538-3588 info@ciceroinc.com www.ciceroinc.com16