Almawave, Cicero Deliver Integrated Contact Center Solution

Cicero, a provider of analytics and automation software for the back office and contact center, and Almawave, a provider in CRM, big data, text and speech analytics products, announced a new partnership to bundle Cicero Discovery with Almawave's Iride Natural Interface product.

Cicero Discovery is a lightweight and configurable tool that collects identified targeted data from existing applications. Almawave is using Cicero Discovery to access and pass this data between legacy and other end-user applications and the Iride Natural Interface, expanding the product's existing capabilities and providing more flexibility to contact center environments.

These new capabilities will allow contact centers to easily adopt Almawave's Iride natural interface as their single front-end multichannel customer contact management solution without the need for expensive, time-consuming integration projects.

The new integrated solution will enable contact centers to:

  • Dramatically increase the operational efficiency with a significant cost savings;
  • Improve the employee experience and drastically reduce the need for training;
  • Understand in real time the reason for any customer contact across channels;
  • Begin automating employee tasks and working with models based on process/case, reducing their effort during each customer interaction;
  • Improve the customer experience across contact channels;
  • Leverage legacy and other existing applications for easy integration and rapid implementation;
  • Drive CRM and other application actions.

"Cicero's technology and experience in contact center environments have a perfect fit with our product strategy. With the integration of their product's capabilities, we can now offer to our clients enhanced opportunities to transform and simplify the way to engage with their end users, simultaneously improving overall satisfaction and achieving a new level of efficiency, never imagined before," said Valeria Sandei, CEO,  Almawave, in a statement. "We are very pleased with the initial results with our clients."

"Almawave's expertise and success in developing contact center technologies that reduce employee effort and improve the customer experience stands out in the industry," said John Broderick, CEO, Cicero, in a statement. "We're excited to have a leader in customer engagement complement their solutions with our technology. We look forward to working with Almawave on upcoming projects."