SOURCE: Cicero Inc.

Cicero Inc.

November 18, 2014 09:30 ET

Cicero Receives 2014 CUSTOMER Contact Center Technology Award

Cicero Discovery Delivers Operational Insight Into the Contact Center Employee and Customer Experience

CARY, NC--(Marketwired - Nov 18, 2014) - Cicero Inc. (OTCBB: CICN), a leading provider of desktop activity intelligence and improvement software for the back office and contact center, announced today that TMC, a global, integrated media company, has named Cicero Discovery as a 2014 CUSTOMER Contact Center Technology Award winner presented by TMC's CUSTOMER magazine.

Cicero Discovery software provides Desktop Activity Intelligence (DAI) by capturing, storing, and reporting activities and events across applications in order to measure and manage how people, processes, and technology work together in the contact center. Cicero Discovery consists of six desktop sensors: Session, System, Activity, Business Data, Business Process, and Microsoft Outlook®. These sensors capture various data and can be configurable using a centralized management tool.

Cicero Discovery's Desktop Activity Intelligence helps organizations focus on areas for improvement in processes, compliance, training, and application usage as well as support Big Data initiatives such as capturing the customer journey at various touch points within an organization. Cicero Discovery customers are realizing results and returns on investment including:

  • Increasing productivity 30%
  • Improving the customer experience
  • Shortening training time 20%
  • Increasing employee retention by 30%
  • Enforcing compliance such as PCI, HIPAA

"Cicero Discovery is ideal for today's contact center environment. Our customers are using Discovery to collect and analyze objective desktop activity to better understand the employee and customer experience, which in turn forms the bedrock of their process and technology improvements. With practically zero effort, you can start to understand and visualize the amount of work it takes employees to access information and perform tasks," stated Mike Garner, Cicero's Chief Customer Officer. 

"Congratulations to Cicero Inc. for being granted a 2014 CUSTOMER Contact Center Technology Award. Cicero Discovery has been selected for demonstrating innovation, quality and unique features which have had a positive impact on the customer experience," said Rich Tehrani, CEO, TMC. "We're pleased to recognize this achievement."

This ninth-annual Contact Center Technology Award, presented by CUSTOMER Magazine, honors vendors and technologies that have embraced technology as a key tool for customer service excellence. This award distinguishes their success as innovators, thought leaders, and market movers in the contact center and customer care industries.

About CUSTOMER
Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.customer.tmcnet.com.

About TMC
TMC is a global, integrated media company that supports clients' goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, M2M Evolution, Customer, and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by as many as 1.5 million unique visitors monthly. TMC produces a variety of trade events, including ITEXPO, the world's leading business technology event, as well as industry events: Asterisk World; AstriCon; ChannelVision (CVx) Expo; Cloud4SMB Expo; Customer Experience (CX) Hot Trends Symposium; DevCon5 - HTML5 & Mobile App Developer Conference; LatinComm Conference and Expo; M2M Evolution Conference & Expo; Mobile Payment Conference; Software Telco Congress, StartupCamp; Super Wi-Fi & Shared Spectrum Summit; SIP Trunking-Unified Communications Seminars; Wearable Tech Conference & Expo; WebRTC Conference & Expo III; and more.

About Cicero Inc.
Cicero provides desktop activity intelligence and improvement software to measure and manage how people, processes, and technology work together in the contact center and back office. Leveraging a suite of "sensors," Cicero Discovery's desktop analytics software collects any desktop activity and supports Big Data initiatives by capturing the customer journey at various touch points. This allows organizations to focus on areas for improvement in business processes, compliance, training, and application usage. Cicero helps customers such as Nationwide and UBS perform to their potential and rapidly build enterprise value by reducing cost, improving operations and increasing employee productivity. Learn more at www.ciceroinc.com

©2014 Cicero, Inc. All rights reserved. Cicero®, Cicero XM®, Cicero Discovery™, Cicero Discovery Sensor™, United Desktop®, and United Data Model® 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

  • Cicero Contact
    Keith Anderson
    Director, Communications, Marketing, Technology
    919-380-5092
    Email Contact

    TMC Contact
    Rebecca Conyngham
    Marketing Manager
    203-852-6800, ext. 287
    Email Contact