Call Center Times

Buyer's Guide Directory

Agent Desktop


Cicero provides desktop activity intelligence and improvement software to measure and manage how people, processes, and technology work together in the contact center and back office. Leveraging a suite of “sensors,” Cicero Discovery’s desktop analytics and automation software collects any desktop activity, automates processes, and supports Big Data initiatives by capturing the customer journey at various touch points. This allows organizations to focus on areas for improvement in business processes, compliance, training, and application usage. Cicero XM improves contact center and back office performance by integrating, automating, and presenting information. Cicero helps customers such as Nationwide and UBS perform to their potential and rapidly build enterprise value by reducing cost, improving operations and increasing employee productivity.

Learn more about:
Desktop Analytics:
Desktop Automation:
Agent Desktop:

Cicero customers are realizing immediate 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


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