SOURCE: Cicero Inc.

Customer Experience Management, Desktop Integration, Unified Desktop Solutions

February 02, 2010 11:10 ET

Cicero Inc. Announces New Product Offerings and Adds Two New Customers: Interactive Response Technologies, Inc. and Innoverse Services Network, Inc.

Cicero XM Enables Business Transformation to Improve Customer Interactions Across the Enterprise

CARY, NC--(Marketwire - February 2, 2010) - Cicero Inc. (OTCBB: CICN), a leading provider of desktop automation and integration solutions, announced today it is launching three new products, collectively called Cicero XM™, to help contact centers and enterprises improve their Customer Experience Management (CEM). Cicero also announced two new customers that will be implementing Cicero XM to improve business user efficiency, effectiveness, and operational insight in their contact centers: Interactive Response Technologies, Inc. (IRT), a contact center outsourcer, and Innoverse Services Network, Inc., a technology solutions company specializing in helping clients execute 'outside-the-box' projects.

"IRT's focus is on providing the best customer experience possible for all our call center clients and we believe that you do this by delivering superb service with each customer interaction," said Martin Lehtio, EVP of Operations. "We are excited about using the Cicero XM technology to build an intelligent desktop where our agents can better focus on customer interactions and strengthening customer relationships rather than the individual technology tools they are using for certain lines of business."

As a CEM solution, the new Cicero XM technology helps companies transform their customer interactions by simplifying workflow, automating tasks, providing context-sensitive scripting and automatically sharing data between applications, while leveraging existing IT investments. Cicero XM, short for Cicero Experience Management, includes three new products:

Cicero XM Desktop™ -- A dedicated agent desktop solution that includes user guidance in the form of context sensitive scripting and managed call flows, a United Data Model™ that provides a single, holistic view of the data regardless of source, the ability to easily create composite applications and toolbars, a TAPI-compliant soft-phone console, and a flexible workspace to drive business user efficiency and effectiveness.

Cicero XM Enterprise™ -- An enterprise solution for managing interactions, including cross-application workflow, call scripting, analytics, telephony integration, United Data Model™ persistence, and a powerful database to provide operational insight. Cicero XM Enterprise adds the full power of enterprise CEM to the XM Desktop.

Cicero XM Studio™ -- A visual toolkit used to integrate applications and configure Cicero XM products. Cicero XM Studio enables business analysts and other non-IT personnel to make changes to end-user scripts, call flows, and composite screens without risk to underlying applications or business logic.

"We look forward to using Cicero XM to collect data about application usage on desktops and then using this data along with Cicero XM to integrate applications, automate workflow and provide a new unified desktop -- a smart desktop in BPO environments," said Edward J. Goldgehn, VP and Lead Solutions Architect, Innoverse Services Network, Inc. "Our clients come to us looking for solutions to improve user productivity, simplify training, cut costs, and deliver superior end-to-end service. The solutions we can now deliver with Cicero XM will help us do just that."

"Unlike other CEM and unified desktop solutions, Cicero XM helps companies non-invasively integrate existing applications and enterprise data so business users can leverage an intelligent desktop to improve productivity, cut costs and deliver a better customer experience," said Tony Castagno, Cicero CTO. "Combining Cicero's surface integration expertise with workflow and United Data Model technology, we have created the most powerful Customer Experience Management solution in the marketplace today."

About Interactive Response Technologies, Inc.

Founded in 1993 as a software company for the Call Center Industry, IRT has been operating contact centers since 1995 for a variety of Fortune 500 clients. Today, IRT operates 5 state-of-the-art contact centers in Florida, Texas and Oklahoma with international partnerships that span the globe. We have earned our reputation of unparalleled service and results by focusing our efforts on people. We believe in creating the right culture and building systems and processes that are focused on the "right behaviors." Our dedicated teams are fully committed to delivering the desired outcomes for our clients. IRT partners with a variety of Fortune 500 clients in the Financial Services, Telecommunications, Healthcare, Insurance, Retail, Transportation, Utility and Education industries. Value-added solutions and services provided to its client-partners include customer service, tech support, customer loyalty and retention, acquisition and business-to-business programs.

About Innoverse Services Network, Inc.

Innoverse Services Network, Inc. (IS.Net) was founded in 1999 as part of a multi-faceted organization of companies focused on delivering unique technology-based solutions to businesses of varying sizes and industries. IS.Net's principals each have many years of business process management experience through all phases of entrepreneurial business development and operation. Learn more about Innoverse at http://www.is.net/.

About Cicero Inc.

Cicero Inc. provides solutions that enable business transformation of enterprise interactions for Global Fortune 500 and other companies and government organizations. Cicero's XM technology delivers this capability via a unique and innovative combination of integration, automation, presentation and analytics capabilities, built to transform customer interaction into the most powerful marketing and branding asset a company can own. Learn more about Cicero at www.ciceroinc.com.

Cicero, Cicero Integrator, and Cicero XM are trademarks or registered trademarks of Cicero Inc. and/or its affiliates. Other company names and/or products are for identification purposes and are the property of, and may be trademarks of, their respective owners.

Safe Harbor: Except for any historical information contained herein, this news release may contain forward-looking statements on such matters as strategic direction, anticipated return on investment, business prospects, the development and capabilities of the Cicero product group, new products and similar matters. Actual results may differ materially from the anticipated results or other expectations expressed in this release of a variety of factors, including risks that customers may not adopt the Cicero technology, which Cicero Inc. may not successfully execute its new strategic initiative and other risks and uncertainties that could cause actual results to differ materially from such statements. For a description of other factors that could cause such a difference, please see Cicero Inc.'s filings with the Securities and Exchange Commission.

Contact Information

  • Contact:
    Keith Anderson
    Director of Client Services
    Email Contact
    919-380-5092