The Ciboodle One Unified intelligent desktop drives first contact resolution, allowing contact centre agents to interact with customers and giving back office experts a window into the customer.

1. a.k.a. Intelligent Desktop, 360° Customer View,
Unified Agent Desktop
Unify. Interact. Understand. Ciboodle One
Track Record
Are your clever agents burdened by a not-so-clever workspace? Maybe
they’re using multiple systems, Alt+Tabbing their way through every customer
interaction? • Reduced call centre service
costs by 60%
Being bogged down with lengthy, time consuming workarounds, dead-end
processes and outdated operations not only negatively impact your staff, but also • Increased first contact
your customers and the relationships you hold with them. To enable your agents resolution from 30% to 90%
to make a difference, you must give them software that makes a difference – the
right tools they need to not only meet your customer’s needs and expectations, • Achieved a 75% reduction in
but exceed them. follow up interactions
Ciboodle One, our intelligent desktop, is the right tool - bringing calm to chaos, • Reduced user training time by
intelligence to interactions, and contentment to customers. The multi-channel an average of 50%
unified agent desktop empowers both customers and agents, providing the right
information, at the right time, in the right place for every interaction. • Integrated 18 applications into
a unified desktop that supports
Across all channels, Ciboodle One captures a detailed history from a customer’s 6000 staff
first contact to the point of resolution. By collecting and leveraging this key
customer data, we can perceptively present new products or additional services • Increased call profitability by
that could benefit your customer, and in turn, their relationship with you. average 7 cents per call
Propensity driven cross-sell and up-sell opportunities ensure that agents know • Reduced average handling
in real-time what your customers want and like; this turns your customers into time by 75%
advocates and your contact centre into a profit centre.
• Saved $1.2m in increased
Ciboodle One delivers a flexible agent desktop, displayed to suit visual or customer inquiry resolution
analytical perspectives, aligning with your agent’s learning and training styles
which allow for more intuitive use. Ciboodle One’s desktop user interface can
easily be configured to match brand or organisational guidelines and can also
be connected to user or skill-based entitlement profiles. With essential customer
information and contextual knowledge, agents can rapidly respond to customer
queries, sales requests or complaints, making communications much simpler and For more information please
contact:
more rewarding.
t: +44 (0)141 533 4000
Using Ciboodle One, agents are empowered to focus on the customer and given e: info@sword-ciboodle.com
the power to please. Ciboodle One’s complete view of your customer interactions
speeds access to key data, improves first contact resolution, streamlines training www.sword-ciboodle.com/one
and ultimately results in a superior customer experience.
“Ciboodle One has made us more efficient, consistent and customer focused in providing top quality
service by integrating our systems, making it easier for our associates to navigate and provide
accurate information to our customers.”
Sandra Ramos, Team Manager, Sales and Service, Teleservice Outbound, Sears

2. The most flexible user interface on the planet
Ciboodle One Features
• Agent collaboration pushes work to users with role-based
• Customer profile shows a unified view of the customer routing, assignment, escalation, and prioritisation
with alerts and flags highlighting key attributes
• Agent-to-agent text chat increases first contact resolution
• Homepage provides an intuitive and collaborative
web-based work environment to display all customer • Dashboards visualise performance against KPIs
interactions, work items, and processes
• Enterprise telephony adaptors integrate with all industry-
• Agent knowledge and FAQs provide relevant, timely, and leading providers
context-driven information for agents during interactions
• Contact history integrates and automates, with an
• Skill and role entitlement enables real-time access to immediate view of all interactions across all channels
predefine or change who has access to what and when
• Wrap up calls comprehensively in one screen capturing
• Dynamic scripting guide staff through the right steps in line-item detail, freeform comments, and customer mood
the right order, resolving requests at first point of contact
“All applications within a single screen improves our customer service, letting us take care of our
customers in a rapid manner and provide the solution right then and there. Ciboodle is a great
investment for this company! I’m excited!!”
North American Customer Service Agent using Ciboodle One