Independent report on dynamic case management names Sword Ciboodle Strong Performer

CHICAGO February 2, 2011 – Sword Ciboodle, a global provider of customer engagement solutions, today announced that it was named a ‘strong performer’ in the January 31, 2011 The Forrester Wave™: Dynamic Case Management, Q1 2011 report and among one of the select companies invited to participate in this vendor evaluation from the independent and respected analyst firm Forrester Research, Inc.

According to the report, Sword Ciboodle has “strong presence in service request domains” and “continues to leverage its customer-centric heritage” where organizations are looking to “extend traditional BPM by revolving around structured processes that can be visually mapped but also allow case-based progressions and variations to be added within the flow of the case” .” The report states that the Sword Ciboodle offering ranked highly in terms of its development environment, case handling and guidance and automation and event management capabilities.

“Our global client base has been taking advantage of our core case management capabilities for many years – in particular to drive down cost and drive up the customer experience with one client seeing up to a 75% reduction in chaser contacts saving them $4.6 million alone,” said Paul White, CEO of Americas for Sword Ciboodle. “They are leveraging our platform to marry customer interactions and drive customer engagement innovation across different communication channels together with automated and dynamic case work. This report validates both our strong heritage in such customer-centric case management solutions as well as our ability to apply our technology to other areas of the enterprise.”

Sword Ciboodle was one of 25 vendors evaluated and only 10 cited against 57 criteria that included feedback from 30 end-user organizations. Forrester compiled the report to assess the state of the emerging Dynamic Case Management market and reviews how the 10 dynamic case management vendors that meet their criteria, including Sword Ciboodle rate in meeting the needs of customers.  The methodology for compiling this report included customer reference calls, hands-on lab evaluations and vendor surveys.

An extract of The Forrester WaveTM: Dynamic Case Management, Q1 2011 report can be viewed at http://www.forrester.com/rb/Research/wave%26trade%3B_dynamic_case_management%2C_q1_2011/q/id/58453/t/2.

For more information, on Sword Ciboodle’s case management software please visit http://www.sword-ciboodle.com/flow .

About Sword Ciboodle

 

Part of the global Sword Group, Sword Ciboodle delivers award-winning, process-managed CRM software to contact centers worldwide. With staff located across 5 continents, the company’s customer service software helps clients achieve higher revenues from their customers and reduce operational costs. Clients include Sears, Sony, Admiral, JP Morgan Chase, Standard Bank and Eskom.  

The company’s cross-channel software promotes customer intelligence and choice, with their family of products providing a continuum of options to manage customer interactions.  Their suite of modules includes: Ciboodle One, an intelligent desktop; Ciboodle Flow, case management software; Ciboodle Live, web based self-service; and Ciboodle Crowd, a social CRM platform.  

Sword Ciboodle is consistently recognized by industry analysts as one of the world’s leading customer-centric technology providers. The company has been featured in the prestigious Gartner Magic Quadrant, CRM Customer Service Contact Centers, for five consecutive years.  

For more information, please visit www.sword-ciboodle.com.