Cicero Receives 2014 CUSTOMER Contact Center Technology Award

CARY, NC--(Marketwired - Nov 18, 2014) - Cicero Inc. (OTCBB: CICN), a leading provider of desktop activity intelligence and improvement software for the back office and contact center, announced today that TMC, a global, integrated media company, has named Cicero Discovery as a 2014 CUSTOMER Contact Center Technology Award winner presented by TMC's CUSTOMER magazine.

Cicero Discovery software provides Desktop Activity Intelligence (DAI) by capturing, storing, and reporting activities and events across applications in order to measure and manage how people, processes, and technology work together in the contact center. Cicero Discovery consists of six desktop sensors: Session, System, Activity, Business Data, Business Process, and Microsoft Outlook®. These sensors capture various data and can be configurable using a centralized management tool.

Cicero Discovery's Desktop Activity Intelligence helps organizations focus on areas for improvement in processes, compliance, training, and application usage as well as support Big Data initiatives such as capturing the customer journey at various touch points within an organization. Cicero Discovery customers are realizing results and returns on investment including:

• Increasing productivity 30%
• Improving the customer experience
• Shortening training time 20%
• Increasing employee retention by 30%
• Enforcing compliance such as PCI, HIPAA

"Cicero Discovery is ideal for today's contact center environment. Our customers are using Discovery to collect and analyze objective desktop activity to better understand the employee and customer experience, which in turn forms the bedrock of their process and technology improvements. With practically zero effort, you can start to understand and visualize the amount of work it takes employees to access information and perform tasks," stated Mike Garner, Cicero's Chief Customer Officer. 

"Congratulations to Cicero Inc. for being granted a 2014 CUSTOMER Contact Center Technology Award. Cicero Discovery has been selected for demonstrating innovation, quality and unique features which have had a positive impact on the customer experience," said Rich Tehrani, CEO, TMC. "We're pleased to recognize this achievement."

This ninth-annual Contact Center Technology Award, presented by CUSTOMER Magazine, honors vendors and technologies that have embraced technology as a key tool for customer service excellence. This award distinguishes their success as innovators, thought leaders, and market movers in the contact center and customer care industries.