Customer Engagement and Customer Service Software from Sword Ciboodle

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Need to get yourself up to speed on the
Customer Engagement Continuum?

Read leading Customer Strategies Research Analyst Esteban Kolsky's whitepaper:
From Customer Lifecycle Transactions to Socially-Augmented Relationship Continuums.

Our Americas CEO Paul White introduces the concepts behind the Continuum on our blog:
The Emerging Customer Engagement Continuum.

Sword Ciboodle’s Customer Engagement Continuum is the all-channel Customer Service software suite designed for the 21st century customer. Our family of products is the foundation for traditional and social CRM helping organizations adapt to their customers’ interaction demands, buying behaviors and service expectations.

Customers are more mobile, choosier, more adorned with options, more judicious with time, more demanding of simplicity and less tolerant of business-driven organizational procedures and policies than ever before. Our product suite is organized in such a way to accelerate a company’s ability to deliver a 21st century experience to this kind of demanding customer.

We categorize our Customer Engagement Continuum into our three service bundles – be social, be solo and be served.

Be social combines a broad suite of customer community tools. Use it to construct a self-healing community of customers who save you money and provide valuable feedback..
See Ciboodle Crowd
Be served assists your employees directly in the customer dialogue. A unified call center desktop, real time enterprise integration and intelligent case handling allow you to design world class service experiences..
See Ciboodle One, Ciboodle Flow
Be solo encompasses all customer self service channels. Well designed web and mobile service will save money and can have a hugely positive impact on customer satisfaction.
See Ciboodle Live

From contact center, to community and customer self service, Ciboodle enables you to create a consistent, efficient and differentiated service experience that will help you construct a genuinely social and customer centric business.

CiboodleOne

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

Sword Ciboodle resulted in up to a 90% improvement in success rates of customer contact by knowing who, when and how to call clients.

Tahir Tanveer, Chief Information Officer, Australian Unity

CiboodleFlow

End to end case management that makes it easy for business and customers to initiate and track all customer service requests, whether your case is an incident, a complaint, a quote, an order or a dispute.

Sword Ciboodle’s advanced case management capabilities improve the way we manage workflow ... meaning interactions are more efficient for us and our customers.

Neil Clitheroe, Director of Customer Service, ScottishPower

CiboodleLive

Integrated web self-service that arms customers with the right tools to do it themselves, reducing demand on other high cost communication channels and allowing your agents to focus on high value interactions.

Sword Ciboodle undeniably has the best product for delivering live interaction processes.

Colin Teubner, Senior Research Analyst, Forrester Research

CiboodleCrowd

Innovative community-based social CRM software. Join forces with your customers, and empower them to collaborate and interact with each other, and even work on your behalf.

In essence they [community users] buy more, to the tune of up to 40%, than non-community users.

The ROI Of Online Customer Service Communities, Forrester Research

Ciboodle+SAS

Real time customer analytics software integrated with an intelligent desktop – using intelligent interactions to make business processes better, customers satisfied and delivering increased revenue.

Real-Time Decision-Making applications can increase revenue and reduce costs in the contact centre.

Gareth Herschel, Gartner Inc.

Ciboodle+Capgemini

Ciboodle and Capgemini Consulting UK can give your agents the freedom to choose the user interface software that suits them best, for happier, more productive agents and superior customer interactions.

The work Capgemini and Sword Ciboodle are doing... bringing this out of the psychology lab and into the workplace is, I believe, quite unique.

Professor Eugene Sadler-Smith, University of Surrey.

© 2010 Sword Group|Leading global provider of high value business applications