Ciboodle + SAS
SAS® and Sword Ciboodle bring customer intelligence into the Contact Center with the Intelligent Contact Center – empowering your organization to deliver a personalized, impactful customer experience the first time, every time.
The demand to harness real-time customer information efficiently and effectively has never been as strong as it is today. This is especially true within the Contact Center where leveraging these insights can springboard an organization into the industry elite.
Every single customer interaction counts. While one interaction may last just a few minutes, the impression it leaves can potentially last a lifetime. Companies failing to use every single piece of information about customers in real-time run the risk of inundating customers with inappropriate offers, engaging at the wrong time, sending out the wrong offers of delivering poor quality interactions where agents, or leaving customers feeling like just another number. Companies no longer have to take that kind of risk with each customer.
Real-Time Decision-Making applications can increase revenue and reduce costs in the contact center.
Sword Ciboodle 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.
Introducing The Intelligent Contact Center
Real-Time Intelligence for Every Customer Interaction
Created through the award winning platform from Sword Ciboodle, the Integrated Contact Center, and the superior ingenuity of several SAS® products, Real-Time Decision Manager, Customer Experience Analytics and Marketing Automation, the Intelligent Contact Center positions organizations to engage customers where it matters most. The Intelligent Contact Center enables companies to drive memorable, long-term relationships with it’s 4 engagement tools, serving through multiple facets of customer engagement. These include:
Lead Management and Campaign Execution
Intelligent scoring, prospecting and campaign capabilities.
Real-time customer interaction capabilities.
Intelligent, real-time incentive based capabilities.
Social Media Intelligence
A multi-channel social analytical tool.
With the Intelligent Contact Center companies can deliver:
- Centralized, Real-Time Customer Intelligence
Graphical flags ensure your people know everything pertinent about your customer from the get go. Customer service information includes full contact details, previous satisfaction scores, lifetime value & sales conversion rate.
- Analytically Driven Intelligent Agent Desktop
Arm your people with all the customer analytics they need to succeed as they are guided through the next best actions to produce the best customer results.
- Personalized Offers in Real-Time Dialogue
Real-Time analysis delivers the top offers for individual customers, and the likelihood they will convert an offer into a sale. With dynamic scripting and product intelligence at their fingertips, customer service information is captured, analyzed and fed back into the customer profile to fine tune SAS future models and decision flows.
- Identification of High Value Customers and Social Influencers
The real-time analytic manager flags high value customers, enabling agents to spend their time with your most profitable and influential customers.
- Real-Time Reporting
Present summarized metrics on sales conversion rates, offer performance etc. to communicate the value of real-time campaigns to not only your management team, but every agent too.
Read about our Ciboodle Platform
The foundation of our customer interaction software on which Ciboodle One is built.
Read about Real Time Decision Manager
powered by SAS analytics.