Technology Services Industry Association

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Ciboodle
HQ: India of Inchinnam
Renfrewshire, PA4 9LH, UK
0044 141 533 4000

Solutions:

ciboodle

Company 360
Revenues:
Installed Base:	61
Employees:	251
Deployment:	Both

Customer References

Vodafone

Standard Bank

Eskom

ScottishPower

Friends Provident

Pacificorp

Ergon Energy

John Ragsdale Commentary

With headquarters in the UK, ciboodle (a wholly owned subsidiary of Sword Group and formerly known as Graham Technology) is now making a big splash in North America with their contact center platform. ciboodle’s differentiation comes from its business process management (BPM) focus, with a complete BPM engine and embedded processes that are fully configurable to fit any environment. With reference customers handling a thousand calls per minute across ten different customer segments, ciboodle has proven scalability for both inbound and outbound operations, as well as support for multiple channels, including the new ‘hot’ channel—SMS text.

Functional Coverage

	eService
>	Web Collaboration
>	Proactive Chat
>	Email Response Management
	Agent Knowledgebase
	Agent Diagnostic Tools
	Customer Knowledgebase
>	Customer Self-Service Problem Diagnostic/Self-Healing
	Forums
	Remote Control/Remote Diagnostic/ Self-Healing

	Field Service
	Field Agent Scheduling/Dispatch
	Parts Inventory/Logistics Tracking
>	Wireless Field Service

	CRM
>	Case Management
>	Entitlement
>	SLA Tracking
>	Customer History
>	Upsell/Cross-Sell

	Contact Center
>	Skills Based Routing
	Work Force Optimization
	Quality Monitoring
	Learning Management System
>	Voice Self-Service
	Survey Management

Business Consultants

Solutions:

Company 360

Customer References

John Ragsdale Commentary

Functional Coverage