(Cary, N.C. and Staffordshire, UK) Cicero Inc. (BB:CICN), a leading global provider of Customer Experience Management (CEM) and integration technologies, and eg solutions plc (LSE:EGS), the back office optimization software company, today announced that they have signed an OEM agreement to bundle Cicero’s desktop integration and automation technology within the eg operational intelligence® suite. The new solution will allow eg solutions to monitor for specific end-user activity and automatically capture real-time data to feed into their back office optimization software suite and create bespoke management information.
The eg operational intelligence® software suite provides historic, real-time and predictive management information about all the factors affecting operational performance. It enables Managers and Team Leaders to make the right operational decisions to effectively measure, manage and improve customer service delivery through three core modules - Strategic Planning & Forecasting, Real-time Work Management and Reporting & Analytics.
eg work manager® data capture is a new module that uses Cicero XM® technology to track and analyze the detailed content and substance of every activity and interaction staff have with the systems available on their desktop. This granular real-time data provides a detailed understanding of how employees spend their time; what staff are doing; which applications they are using and how long they are spending on activities. This can be used to enhance eg operational intelligence® data to provide bespoke management information or ad-hoc to support one-off data capture requirements.
“The combination of eg’s back office workforce optimization software with desktop analytics powered by Cicero provides users with the complete tool-kit to control, optimize and improve operational performance. Our partnership with Cicero is based on a shared ethic of providing solutions that address customer requirements ‘out of the box’ so that businesses can focus on using our solutions to improve rather than on protracted deployment projects. We are delighted to be working with Cicero to further this objective,” stated Elizabeth Gooch, Chief Executive Officer at eg.
“Our companies are delivering a solution that allows enterprise customers to capture end user activities to feed into and further enhance eg’s powerful workforce and work management technology,” stated John Broderick, CEO at Cicero. “We believe there is a large, growing market for a solution such as ours and we look forward to working with eg.”
About eg solutions plc
eg solutions plc is a global back office optimisation software company. Our software provides historic, real-time and predictive Operational MI. When implemented with our training programme for managers and team leaders to use this intelligence, we guarantee improvements in operational results in short timescales. The Company, which is listed on the Alternative Investment Market (‘AIM’) of the London Stock Exchange, is committed to customer satisfaction and the ongoing development of its operations management solutions.
About Cicero Inc.
Cicero Inc. provides solutions that enable business transformation of enterprise interactions across companies and government organizations. Cicero XM technology delivers this capability via an innovative combination of desktop integration, automation, presentation and analytics capabilities, built to transform customer interaction into the most powerful marketing and branding asset a company can own. Cicero stands out among other software solutions for its ease of configuration and change control eliminating up to 90% of the change control costs and time, providing the ability to deliver actionable intelligence through efficient combination of telephony and interaction data, and delivering immediate benefits with an ROI in less than 6 months. Learn more at www.ciceroinc.com.