Global leader: Mike Hughes, COO
Local leader: Brian Donn, CEO, Australasia
Core activity: Customer interaction software
Revenue: Between US$32 million to 48 million
Key customers: Crazy John’s, AAPT, Queensland Police, Australian Unity, Queensland Government, Telekomsel, Telecom New Zealand
For 2011, Sword Ciboodle is focused on leveraging the launch of its CRM product suite, called Customer Engagement Continuum, which promotes customer choice. The company is further enhancing its social CRM module, Ciboodle Crowd, as well as releasing new products. To keep improving on its solutions, Sword Ciboodle plans to extend partnerships with customers. Plans for the next year also include growing its global partner eco-system and expanding business in Asia, beyond the company’s existing Indonesian customer base.
This year, Sword Ciboodle formed a strategic partnership with SAS to develop a contact centre solution. Real time customer intelligence and relevant offers for customers – based on past customer chat sessions, emails or phone calls — aim to make interactions smarter and increase customer satisfaction and sales conversation rates. The company also teamed up with Capgemini Consulting to create the “Love your Agents” proposition. This new development encourages companies to empower their agents to choose the user interface that caters best to their needs. Ulrika Hedquist
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