SOURCE: Cicero Inc.

Smart Desktop, Customer Experience Management, Desktop Process Optimization

February 10, 2011 09:30 ET

DMG Consulting and Cicero to Showcase The Servicing/CRM System Dilemma: An International Benchmark Study

New Research Reveals Companies Have Major Concerns About Legacy and Third-Party CRM Solutions

CARY, NC--(Marketwire - February 10, 2011) - Cicero Inc. (OTCBB: CICN), a global leader in customer experience management and desktop integration solutions, and DMG Consulting, a leading provider of contact center and real-time analytics market research and consulting services, announced today that they will share groundbreaking research in a webcast on Thursday, February 17 at 1:00 pm ET.

The number-one contact center productivity tool to sell and service customers is the servicing/CRM application. Unfortunately, research shows that most of the servicing/CRM solutions in production today, whether home-grown or third-party applications, are outdated and difficult to navigate in a real-time customer contact environment. Users have to work too hard and negotiate far too many screens to properly address customer issues and desires, needlessly increasing servicing costs and missing revenue opportunities. 

This webcast will reveal the results of DMG Consulting's 2011 benchmark study on The Servicing/CRM System Dilemma. It will also review the state of servicing/CRM solutions market and present ways to address servicing/CRM application headaches. During the webcast, participants will learn:

  • Top 2011 contact center challenges and goals
  • Why contact center servicing/CRM applications continue to be a major service obstacle for contact centers
  • How to cost effectively and rapidly improve your servicing/CRM applications

"Managers around the world are looking for flexible CRM/servicing applications that can grow with their business, but are fearful of signing up for long-term and complex system implementations," stated Donna Fluss, President of DMG Consulting. "This benchmark study identified top servicing/CRM application challenges, needs, and functionality as well as leading IT investment priorities for contact centers during the next 12 to 18 months."

"First encountered during my time running consumer sales and service operations at Verizon and further accentuated when running a 5000-person contact center outsourcing company for profit -- the number one hindrance to productivity was the way information was managed -- mostly manually -- at the desktop. Attacking that complexity was the single most beneficial initiative we undertook on behalf of our fellow workers and our customers. I'm looking forward to sharing my lessons learned and today's best practices in concert with Donna's groundbreaking new study on the state of the contact center desktop," stated Mike Garner, Cicero's Chief Customer Officer. 

Contact Keith Anderson for additional information at kanderson@ciceroinc.com or register for the webcast at http://www.crmxchange.com/webcast/crm_desktop/cicerofeb11.asp.

About Cicero Inc.
Cicero Inc. provides solutions that enable business transformation of enterprise interactions across companies and government organizations. Cicero 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 at www.ciceroinc.com.

Cicero, Cicero Integrator, Cicero XM, Cicero XM Integrator, Cicero XM Desktop, Cicero XM Discovery, and Cicero XM Enterprise 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

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