Graham Technology Press Release

Graham Technology, a provider of customer-oriented business software and services, today announced the launch of ciboodle, a highly flexible customer relationship management software bundle for the multi-channel contact centre.

Fully integrated with all contact centre channels such as telephony, Web, interactive voice response and instant messaging, ciboodle provides a single interface that allows contact centre agents to interact with customers at the highest possible level. The ability to move seamlessly between channels at any stage, be it self-service, virtual agent or human support, is a key feature and provides the customer with a level of service previously unheard of.

With a host of CRM features, from contact management to case handling, built in as standard, ciboodle provides all the tools an organisation requires to centralise its customer interaction operations. These features can be easily customised and new ones swiftly designed using ciboodle’s highly visual business process development tool kit.

“With ciboodle, we are bringing the contact centre to a new era,” said Mike Hughes, managing director, Graham Technology. “Our vision is of a contact centre where all interactions with the customer are fully supported with all of the relevant information in order to make that interaction as quick and as useful as possible. ciboodle enables that vision.”

ciboodle is a product of 20 years of CRM and business process management expertise at Graham Technology and is a solution to many of the key challenges facing today’s multi-channel contact centre.

“The majority of contact centres today are viewed in a less than positive light - anyone you ask has their own customer service horror story,” said Hughes. “Most issues are created by the inability to get the right information into the hands of the right agent at the right time, and this is where ciboodle comes to the rescue.”

ciboodle is built on a process-based, modular approach to managing the contact centre, making it highly agile and allowing processes to be modified and created as required. In the ever-changing world of the contact centre, where processes need to constantly adapt to new business requirements, this agility is a highly desirable benefit.

With lead customers already realising the benefits of the software, Graham Technology is building a satisfied core of ciboodle-based contact centres around the world.

Leading industry analyst firm Gartner recently recognised Graham Technology as a global top five visionary company in the business process and CRM sectors.

“Graham Technology is one of the first thought leaders in the design of process-centric call and contact centers,” said Gartner’s Michael Maoz. “It’s approach to designing a technology framework and real-time business process engine was ahead of its time.”

ciboodle will be officially unveiled at the Call Centre Expo 2006, in the Birmingham NEC, October 3 to 4. Graham Technology will be demonstrating the product’s capabilities at the event and interested parties can visit the company in booth# E45. Requests for scheduled demos and on-site interviews are welcome.