ProCore Solutions Selects Cicero XM EnterpriseTM
Intelligent Desktop Solutions to Provide Improved Contact Center Efficiency, Effectiveness, and Operational Insight
June 4th, 2010
ProCore Solutions, Inc. a provider of customer contact center solutions, signed with Cicero Inc., a leader in customer experience management and desktop integration solutions to deliver and use Cicero’s XM software solutions in its service centers. Under the agreement, Cicero will automate the login processes, client search and other processes as well as train ProCore employees on how to build and modify their own Cicero XM solutions for true self-sufficiency. “It’s exciting to think about what this means to our employees and their ability to deliver a truly exceptional level of service consistently and confidently,” said Greg Steele, President of ProCore Solutions. “We’re excited to see the innovative applications and solutions ProCore will put in place with our technology,” said Mike Garner, Chief Customer Officer at Cicero inc.
What does this mean for ProCore Solutions' contact center? The new intelligent desktop solution will make job functions easier because it will simplify tasks and allow our customer care representatives to focus on positive and helpful customer interactions with greater efficiency. The state-of-the-art technology created by Cicero XM and customized specifically for ProCore Solutions would combine enterprise data from any desktop applications, web services and database connections in order to provide the right information to a customer service representative within the context of an interaction. Translation:This technology solution is designed to display everything the customer service representative requires right in front of them on one dashboard integrating the functionality of supporting apps with ease...no more searching, logging up, logging down, toggling, opening apps, closing apps or losing apps!
Project implementation is expected to begin later this month and will be handled by the ProCore Solutions and Cicero project team. The intelligent desktop solution is expected to launch across the enterprise in several phases beginning this summer. More information will be communicated as we begin the project plan for this exciting launch.