SOURCE: Cicero Inc.

Cicero Inc.

August 11, 2009 09:26 ET

Contact Centers of America (CCA) Selects Cicero to Enhance Customer Service Through Universal Desktop Solution

CARY, NC--(Marketwire - August 11, 2009) - Cicero Inc. (OTCBB: CICN), a leading provider of desktop automation and integration solutions, today announced that it has partnered with Contact Centers of America (CCA) to provide a desktop that integrates applications and automates processes to improve agent productivity and customer satisfaction. The simplified desktop ensures that, no matter where CCA representatives are located, or when they interact with customers, they will be able to provide consistent, efficient and effective service to their customers.

The Universal Desktop is a common set of unified desktops that offer a unique customer service representative environment. The partnership with Cicero enables CCA to provide each of their clients a customized experience while using a common desktop framework, equating to a better experience, faster adoption and lower costs. Using Cicero, CCA will be able to automate business processes for their differing customers, integrate applications without writing code and present a new user interface if needed. Cicero natively provides each of the core functions required for customer interaction management. This includes support for major telephony vendors, powerful data gathering and display capabilities, the ability for a business analyst to generate all scripts and prompting, fully shared data, and fully integrated business intelligence support with dashboards plus real-time and historical reporting capabilities.

CCA will be able to reduce the amount of time to bring new customers on board by using an integration technology that can be used to quickly add, remove, and change applications to meet particular customers' needs. CCA will also be able to offer their customers a universal desktop, which will help control costs, reduce training requirements, and improve overall time to value. They will also be able to streamline CSR, shortening training time on applications, offering scripts and routines to assist reps during each customer interaction and overall allowing representatives to focus on providing the highest quality of service.

"CCA is dedicated to using next-generation technology platforms to provide innovative services to increase customer satisfaction and loyalty," said Joe Jacoboni, president / CEO and founder of CCA. "We are also dedicated to accomplishing that goal using U.S. resources. This partnership with Cicero streamlines our approach and technology so that we can not only compete on price with the offshore Business Process Outsourcers (BPOs) but will also deliver a much improved customer experience."

About Cicero Inc.

Cicero Inc. provides a unique approach to unifying desktop applications designed to address the specific business process needs for Global Fortune 500 and other companies and government organizations. The Cicero Platform is the original, patented desktop integration solution that streamlines business processes by automating applications and supporting Service Oriented Architectures, enhancing functionality of existing technology, increasing efficiency and effectiveness and improving customer satisfaction. Enterprise clients such as Merrill Lynch and Nationwide Financial create and deploy fully integrated solutions within weeks and typically achieve a return on their investment within months. Learn more about Cicero at

Cicero and Cicero Studio are 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.

About Contact Centers of America

Contact Centers of America, LLC (CCA) is a new concept in contact center services designed by an industry pioneer, Joe Jacoboni, and staffed by industry veterans who understand the psychology of customer satisfaction and how this psychology changes in shifting economic times. The combination of industry pioneer knowledge, hands-on practical experience with buyer psychology and the incorporation of leading edge technology is a prerequisite for delivering ExtremeCustomerSatisfaction.

Through this combination of experience and technology, CCA overlays a significant experiential advantage on top of a company's product/service offering by nurturing the tentative first time caller or surprising the experienced veteran caller with efficiency and effectiveness.

CCA delivers ExtremeCustomerSatisfaction to companies and their customers through a consultative solutions-oriented approach, state-of-the-art hosted on-demand technologies and a strategic workforce management model, which uses abundant "natural human resources" available in the United States -- students, special needs individuals, retirees, stay-at-home parents and veterans, to bring jobs back to America.

For more information visit, call 1 877 999-6222 or email

Contact Information

  • Media Contacts:
    Morgan McDowell
    blast! PR on behalf of Cicero Inc.
    Email Contact
    919-833-9975 x.12

    Barbara K Marsh-Wetherell
    Marsh-Wetherell Market Relations on behalf of CCA
    Email Contact