What does BPM have to do with CRM? Sword Ciboodle can tell you. The vendor delivers process-based customer interaction solutions to contact centers to improve the customer experience by improving customer-facing processes. TEC principal analyst P.J. Jakovljevic reviews the vendor’s key offerings and sits down with Ciboodle’s VP of product and market strategy to discuss the company’s challenges, strategies, and technologies.
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in other sectors (e.g., insurance, retail energy, retail banking, and retail consumer goods) consist of some renowned brands and leading companies (e.g., Sears, Sony, Eskom, Bally Total Fitness, Standard Bank, CAPITA). In the case of the aforementioned Sears deployment, the product’s capabilities include Service Desktop, Case Handling, Campaign Execution, Dashboards, Customer Profile, Cross Sell, Inquiry Management, Unified Interaction History, and Customer Profile. The implementation also includes