Cicero Inc. to Deliver Desktop Analytics with Teleopti's Workforce Management Solution
December 09, 2014 at 02:30 pm
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Cicero Inc. and Teleopti announced a new partnership to bundle the Cicero Discovery Sensor Suite with Teleopti's front and back office WFM solution.
Cicero Discovery Sensor Suite consists of desktop sensors: Session, System, Activity, Business Data, and Business Process. These sensors allow companies to capture, store, and report activities and events across applications in order to measure and manage how people, processes, and technology work. Including these sensors in Teleopti's WFM technology will allow Teleopti customers to gain better operational visibility and identify areas for improvement. Teleopti customers and partners will be able to utilize the Cicero data to: Provide real time adherence; Identify process bottlenecks and target areas for automation; Measure idle time, time spent on certain tasks, and repetitive and manual tasks; Monitor and control for compliance issues and other business rules; Identify data entry issues and training deficiencies; Identify and achieve maximum potential for business processes; and measure application and network performance to identify areas of improvement. The Teleopti WFM solution drives improvements in customer service, employee satisfaction and operational excellence through multi-channel forecasting, scheduling, preference and request handling, communication, intraday management, reporting and performance management.
SMS Alternatives Inc, formerly Cicero, Inc., is a provider of activity intelligence, process intelligence and robotic automation that helps contact center and back-office organizations to improve the productivity and performance of their resources, namely people, systems and processes. Its software enables customers to understand how and why work happens and improves both human and systematic processes. Through its Robotic Automation, it leverages the information and learnings from Activity Intelligence and Process Intelligence to optimize and automate workflows. It gathers all the empirical data from various users, systems and applications. Its data collection provides Deep Sensors, API connectors, Web services and Logs. Deep Sensors help to provide the full spectrum data collection capability and connect with Windows, UWP, .NET, WPF, Java, Web, Mainframe, Text, Citrix and VMWare. Its deep sensor technology consists of system sensor, session sensor, activity sensor and process sensor.