Sword Ciboodle on Gartner Magic Quadrant for CRM Customer Service Contact Centers

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Sword Ciboodle, a provider of customer-oriented business software and services, today announced it has been included in a key analyst report on global providers of CRM solutions for contact centers.

On April 3, 2009, Gartner, Inc., the world’s largest technology analyst firm, revealed its Magic Quadrant for CRM Customer Service Contact Centers, authored by Michael Maoz, VP distinguished analyst. Sword Ciboodle is included as one of 15 companies evaluated by Gartner in the report.

In the report, Maoz observes, “As a result of the economic slowdown, business leaders are focusing on the central role of customer service to simultaneously lower costs and build customer loyalty. Because the contact center is a key touchpoint for customers at the same time that it includes the Web site, some rethinking and re-engineering are required. The combination of three factors — business slowdown, the need to include Web site interactions and the need to lower customer service costs — is shaping business leaders’ decisions.”

“We are delighted to be included in Gartner’s Magic Quadrant report. I see this as an acknowledgement of our track record and achievements throughout 2008, where we had a string of successes in the insurance sector and the company experienced both growth and increased reach across North America,” said Paul White, executive vice president, Sword Ciboodle North America. “With over two decades of innovation in the customer service arena, it is also great to see that, in my opinion, the report supports Sword Ciboodle’s approach to helping organisations balance cost, value and customer service by re-engineering their customer facing processes.”

Sword Ciboodle is the award-winning business-process-driven CRM software product for multi-channel contact centers. Targeted primarily to large companies in sectors such as retail banking, insurance, retail energy and telecommunications, it is the only BPM-based CRM product that enables all service channels natively from a single platform.

In addition, the report states, “The contact center is evolving to embrace the customer, regardless of the channel the individual uses: the Web site, a kiosk, a mobile device, home or a telephone.”

“The industry’s multi-channel pain points are well matched to Sword Ciboodle’s strong focus on addressing the business and operational challenges faced by the multi-channel contact centre,” added White. “Over the next year, we look forward to building on this strength to expand our global presence.”

About Sword Ciboodle
Sword Ciboodle helps improve the way large organizations interact with their customers. The combination of award-winning, process-managed CRM software and specialist consulting and delivery services help Sword Ciboodle’s clients achieve higher revenues from their customers and reduce operational costs. Sword Ciboodle is consistently recognized by industry analysts as one of the world’s leading customer-centric technology providers. For more information, please visit www.sword-ciboodle.com.

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