SOURCE: Cicero Inc.

Customer Experience Management, Desktop Integration, Unified Desktop Solutions

March 02, 2010 12:16 ET

Cicero XM™ Named Customer Interaction Solutions Magazine's 2009 Product of the Year

CARY, NC--(Marketwire - March 2, 2010) - Cicero Inc. (OTCBB: CICN) a leading provider of customer experience management and desktop integration solutions, announced today that Cicero XM has received a 2009 Product of the Year Award from Technology Marketing Corporation's (TMC®) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

Using desktop integration, Cicero enables companies to take data from any application and share it anywhere, anytime and automate manual processes. Cicero XM, with its United Data Model™, combines enterprise data from disparate applications and abstracts it to provide the right information to a customer service representative in the context of an interaction. This feature empowers both IT and business analysts to make desktop changes on demand without programming time and risk.

"Cicero hears from hundreds of operations managers about how the difficult desktop environment is impeding their company's ability to deliver a consistent quality customer experience. Cicero XM tackles this problem by simplifying and organizing the desktop with capabilities such as workflow automation, real time agent guidance and composite views," said Mike Garner, Chief Customer Officer at Cicero. "Companies are flush with great information -- the missing link has been an ability to deliver the right information to the right person when they need and how they need it, so the customer feels taken care of. The game-changing aspect of Cicero XM, is that it starts making information useful in customer contact channels in a matter of weeks and enables desktop changes to be made immediately."

Using Cicero XM, companies can now:

    -- Integrate applications, thereby eliminating copying and pasting
       of data
    -- Instantly provide a 360° view of relevant customer information
    -- Streamline screen navigation with a unified desktop that can
       include composite screens
    -- Take current context and dynamically guide agents to the next
       best action or recommendation
    -- Benefit from an experience centered desktop in a matter of weeks
    -- Reduce up to 90% of the traditional time and cost of desktop
       change control

The benefits of Cicero XM are most immediately seen in call centers where customer service representatives spend less time worrying about navigating applications and more on conversations with customers. Cicero XM is also shortening training time, reducing average call time, increasing cross/up sell opportunities for companies, and delivering on other key performance indicators that its customers utilize to measure success.

"I am pleased to honor Cicero Inc. for its hard work and success. Cicero XM has demonstrated excellence in contact center technologies as well as providing ROI for the companies that use it," said Rich Tehrani, CEO, TMC. "For 12 years, Customer Interaction Solutions magazine has been honoring innovative companies for their contributions in advancing technologies and application refinements," he added.

The 12th Annual Product of the Year Awards winners was featured in the January 2010 issue of Customer Interaction Solutions magazine, www.cismag.com. For more information about the Customer Interaction Solutions' 2009 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.

About Cicero Inc.

Cicero, Inc. provides solutions that enable business transformation of enterprise interactions across companies and government organizations. Cicero's XM technology delivers this capability via an innovative combination of desktop integration, automation, presentation and analytics capabilities, built to transform customer interaction into the most powerful marketing and branding asset a company can own. Cicero stands out among other software solutions for its ease of configuration and change control eliminating up to 90% of the change control costs and time, providing the ability to deliver actionable intelligence through efficient combination of telephony and interaction data, and delivering immediate benefits with an ROI in less than 6 months. Learn more about Cicero at www.ciceroinc.com.

About Customer Interaction Solutions

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine 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 Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com for more information.

About TMC

Technology Marketing Corporation (TMC) is a global integrated media company helping our clients build communities in print, in person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and NGN magazines. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. TMCnet is read by two million unique visitors each month on average worldwide, according to Webtrends. TMCnet has ranked within the top 3,500 in Quantcast's Top U.S. sites, placing TMCnet in the nation's top .03% most visited Web sites. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO (ITEXPO); 4GWE Conference and M2M Evolution (in conjunction with Crossfire Media); Digium|Asterisk World (in conjunction with Digium); and Smart Grid Summit (in conjunction with Intelligent Communication Partners). For more information about TMC, visit http://tmcnet.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

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

    TMC Contact:
    Jan Pierret
    Marketing Manager
    203-852-6800, ext. 228
    Email Contact