Richard Snow's Analyst Perspectives

Cicero’s Desktop Helps Users Work Smarter

Posted by Richard Snow on Mar 8, 2012 9:54:39 AM

Cicero provides what I call a smart desktop product. The software allows users to hide multiple applications behind an easy-to-use interface and build rules to complete tasks more efficiently and effectively, for example, specifying  what field to complete next or the next question to ask a caller. It enhances customer experience management by enabling users to focus on the customers rather than on how to access the various systems, data and information needed to resolve interactions. 

Over the last 24 months Cicero has consolidated its products into two applications:CiceroXM Discovery and CiceroXM Enterprise. Discovery lets companies collect user activity on the desktop; for example, what applications are used, in what sequence, along with what data is accessed and what data is entered. This information can be analyzed to show how different users execute different activities or how they carry out the same task, such as how they answer a complaint about a product. This allows companies to identify their best and worst performers and focus training to raise performance in specific areas. 

While Discovery allows companies to identify best practices for carrying out tasks, CiceroXM helps them build a common desktop that enforces procedures, or at least guides each user in how to complete a given task. Doing so can produce efficiency gains such as lower average-call-handling rates, effectiveness gains such as higher first-contact-resolution rates and, importantly, more consistency in the way customer-facing tasks are carried out, which my research into customer experience management shows is the biggest challenge companies face when handling customer interactions. Used in conjunction, Cicero’s two products help companies close the loop as they try to improve handling of customer interactions by analyzing how tasks are carried out, identifying potential improvements and then making changes in processes and people’s behavior to meet business goals.

Alongside these product developments Cicero has been working to improve its implementation and support services, beef up its ecosystem of partners that help provide these services, enhance its supply model, which now includes cloud-based options, and support the emerging needs of mobile and remote workers to access systems from smartphones and tablets.

Moments of truth in the customer experience are important for companies: If they get them right, customer satisfaction will increase, but if they get them wrong, customer churn will increase, along with the potential for negative comments on social media. All my recent research projects show that phone call volumes are still likely to increase even with the emergence of additional channels of communications. Companies therefore need to support their contact center agents with new desktop technologies that can make them more effective and their jobs easier. As companies set about this task, Cicero is one company whose products they should take into consideration.

Have you recognized the benefits smart desktop technology can bring to your organization? If so, tell us more and collaborate with me on the topic.

Regards

Richard Snow – VP & Research Director

Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Voice of the Customer, Cicero, Analytics, Business Mobility, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Workforce Performance Management (WPM)

Richard Snow

Written by Richard Snow

Richard leads Ventana Research’s Customer and Contact Center Performance Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing their customers, throughout their lifetime and across all touch points, including the contact center. He conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management, and customer experience management. He also works with senior business operations and IT managers to ensure that companies get the best performance from today’s highly complex application products. Richard has worked in management and consulting leadership positions in the technology industry including with Price Waterhouse, Sema Group and Valors. In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors. Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and several multi-channel contact centers for organizations in both the public and private sectors.