Introduction to Sword Ciboodle

Managing Process Change

Sword Ciboodle Platform manages customer interaction processes.

These are very specialised types of processes and require a platform designed to deliver capabilities such as:

• High-volume concurrency running to tens of thousands of agents
• Rich process composition accessed through a unified interface
• Collaboration features promoting the best use of knowledge and personnel
• Presentation capabilities allowing processes to be accessed by all known channels and devices.

Empowering The User

Designed around the user's needs, the Sword Ciboodle workspace is composed of all relevant processes, empowering your team to best serve your customers.

Work can be pushed to users or selected for attention from work baskets.

Managers can move individual pieces of work around the front and back office, or swing entire teams from voice to email duty.

Customer Experience Engineering

Sword Ciboodle blends the benefits of packaged CRM with the adaptive nature of a process-management platform.

Using the foundations of Customer Experience Management (CEM), Sword Ciboodle intelligently segments customers, modelling their journey through key business processes and tracking their feedback.

Sword Ciboodle processes can be accessed across all channels, allowing your customers to choose their preferred modes of interaction or use more than one at a time to best serve their goal.