| Call Center Research |
26.08.2008
Sword ciboodle establishes Chicago HQ, expands leadership team
Key U.S. location provides a sales and operations hub for growing software firm
Chicago, IL & Glasgow, UK – August 26, 2008 – Sword ciboodle, provider of customer-oriented business software and services, today announced it has established its North American headquarters in Chicago. The office will initially be staffed by key U.S. sales and operations personnel, with further expansion via a major recruitment drive over the next 12 months as the company seeks to become the fastest-growing CRM provider in North America.
Additional Sword ciboodle consultants will be based in key Sword Group locations in North America, including New York and San Francisco.
Sword has appointed Howard Koenig to head up North American operations for the group, while Rick Rowley has been appointed as Sword ciboodle’s U.S operations director. Rowley will be based out of the new Chicago location, while Koenig will operate out of Sword’s New York office.
Koenig will drive Sword Group’s North American strategy, with responsibility for business development and operations across all the group’s U.S. business units. Rowley’s role will include management of several large enterprise customers from Sword ciboodle’s growing North American client base, as well as managing field operations, development of staff and recruitment.
These appointments further support Sword ciboodle’s ambitious North American growth plans. The company expects that a significant percentage of its global growth will come from the U.S. over the next few years.
"The opening of the Chicago office is a key milestone in our North American growth strategy, giving us a central hub from which to effectively serve our new U.S. customers, while also providing the base from which our sales efforts in the country will be driven," said Mike Hughes, business unit director, Sword ciboodle. "Rick is an excellent addition to the SWORD ciboodle team, and is the ideal person to spearhead the our growth in the region, while Howard brings the leadership and vision that will help us to capitalize on Sword Group’s overarching North American strategy."
Koenig brings Sword Group a strong track record in executive level management in the software industry. He has been a Partner at Accenture, a senior executive at Oracle, and has been the CEO of two venture-funded Software as a Service companies.
Rowley comes to Sword ciboodle from The Revere Group, where as Principal he worked at client executive levels, addressing multifaceted, mission-critical and international project issues. Prior to Revere, he was also a key contributor to Fujitsu's Global Advisory Services and Enterprise organizations. He has extensive professional services and software experience, including management consulting, strategy, domestic and foreign field operations, interim CIO/COO and several senior leadership positions.
Sword ciboodle is the award-winning business-process-driven CRM software product for multi-channel contact centers. Targeted primarily to large companies in sectors such as banking, insurance, utilities, telecommunications and retail, it is the only BPM-based CRM product that enables all service channels natively from a single platform. In the U.S., the company has already announced customers including PacifiCorp and JP Morgan Chase, and is currently delivering ciboodle solutions to several significant new clients.
"With an incredible track record in delivering outstanding software solutions across the globe, Sword ciboodle is a company that is ready to crack the U.S. market," said Rowley. "I am very excited to be part of the team that is responsible for achieving this, and look forward to our success in doing so."
Sword ciboodle will be demonstrating ciboodle at the upcoming Gartner CRM Summit in Washington DC, September 8 – 10. Key U.S. executives including Koenig and Rowley will be present as the company demonstrates the capabilities of the latest release of ciboodle. A range of functionality will be shown, with a focus on ciboodle’s agent productivity optimization features. These features include channel blending, which allows agents to move seamlessly between channels in a single session, and ciboodle’s "swing" capability, which allows contact centers to easily switch agents dedicated to handling a single channel to another channel, depending on demand. Interested parties can visit the company between summit sessions in the Solution Showcase area.
About Sword ciboodle
Sword ciboodle helps improve the way large organizations interact with their customers. The combination of award-winning, process-managed CRM software and specialist consulting and delivery services help Sword ciboodle’s clients achieve higher revenues from their customers and reduce operational costs. Sword ciboodle is consistently recognized by industry analysts as one of the world's leading customer-centric technology providers. For more information, please visit www.ciboodle.com.
About Sword Group
Sword Group (NYSE Euronext: FR0004180578 SWP) delivers high value business applications to organisations across regulated industries.
A global leader in the delivery of Governance, Risk and Compliance Management solutions, Sword’s skills, infrastructure and experience help our customers improve performance, increase efficiencies and maximise return on investment.
Our flexible delivery options, including On Demand, Software as a Service (SaaS) and ASP, combined with our extensive industry expertise enables SWORD to support our customers across insurance & healthcare, energy, banking & finance, telecoms, utilities, engineering & construction and government. With operations in 37 countries, Sword today employs over 2000 people and in 2007 generated €179m in consolidated revenue. For more information, please visit www.sword-group.com.
Media and analysts contact:
Danny Sullivan
inmedia Public Relations Inc.
Tel (UK): +44 (0) 141 404 6478
Tel (US): +1 613 686 5657
Email: dsullivan@inmedia.com
Leo Valiquette
inmedia Public Relations Inc.
Tel: 613-234-7227 x226
Email: lvaliquette@inmedia.com
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14.08.2008
Contact Centre Planning 2009, to be held on 27 – 28 April
Focus on delivering the Customer Journey
With around 400 delegates expected for the main conference - plus more participating in the supplier exhibition and Gala awards dinner – the conference, presented by the Professional Planning Forum is the biggest event of its kind in Europe.
An annually-attended event for contact centre directors, MI analysts, resource planners and others, this year's conference is being held in the West London Novotel, with its outstanding conference facilities and accessible location. The conference brings together participants from all industry sectors to learn about best practice in delivering improvements in contact centre performance.
This year's conference theme - Delivering the Customer Journey - gives a focus for seeing how effective planning can help organisations remove the silos that get in the way of a great customer experience. From analysing the root cause of customer contact, through management information and targets that drive the right behaviour, to an integrated resourcing strategy that supports life-style planning and home-working - this year's conference provides ideas and opportunities for centres of all sizes and in all sectors - whether handling inbound, outbound or multi-media contacts. A particular feature of the Forum’s work streams this year also includes a new trend of integrating the planning for front and back office to stream line the customer experience and eliminate unnecessary customer calls or contacts.
Also appropriate for senior managers, many organisations bring their key management to discover how other organisations balance the needs of numbers with people and focus on the experience of the customer. Delegates find it a great opportunity to learn from how others achieve their success and to keep up-to-date with the latest developments in a wide range of contact centre planning and information disciplines.
Capacity and accommodation packages in particular are limited so the Professional Planning Forum urges you to contact them now to make sure you don't miss out.
Look online at www.planningforum.co.uk/conference for the full details as they get updated or contact them on info@planningforum.co.uk to reserve your place now.
For further details contact:
Katherine Potter, katherine.potter@planningforum.co.uk
Or Steve Woosey, steve.woosey@planningforum.co.uk
Tel: 0333 123 59 60
The Professional Planning Forum (www.planningforum.co.uk) is the independent industry body for effective resourcing and planning in the contact centre industry, working across all industry sectors to provide specialist support for contact centre professionals. Championing the importance of these critical skills, the Planning Forum is widely recognized for its best practice research and case studies, as well as the results-focused nature of its professional development training and in-company workshops.
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01.08.2008
Diamond Resorts ® Selects Unified Contact Center Platform from Noble Systems
Leading resort and vacation ownership group partners with global contact
center technology leader
Atlanta, GA – July 28, 2008: Diamond Resorts International® has selected the Noble® Solution from Noble Systems Corporation for blended inbound and outbound contact management in its membership sales and service center. Noble Systems is a global leader in contact center technology solutions. Diamond Resorts International® is one of the largest vacation ownership companies in the world with more than 110 branded and affiliated resorts in 14 countries. Noble Systems has led the way with innovative solutions for the resort industry for over a decade.
Diamond Resorts International® selected the Noble Solution to manage blended inbound and outbound communications for its membership sales and customer service activities. Noble's unified system gives Diamond Resorts International® a single platform to increase the productivity and efficiency of their contact center. The Noble® Enterprise solution provides tools to manage telemarketing, customer service and reservations, and collections in one integrated package. Noble combines features including predictive dialing, blended inbound routing, appointment setting, automated messaging, IVR, and account ownership, with an integrated database and a complete suite of quality monitoring, management, and reporting tools in a scalable, open environment.
"Over the next few months our marketing efforts will be augmented by the opening of our state-of-the-art National Customer Care Center in DRI's new global headquarters," says Simon Crawford-Welch, DRI's President & Chief Operating Officer. “Partnering with a proven industry leader such as Noble Systems provides DRI with a technological competitive edge needed in today's marketplace.”
Adds James R. Danz, RRP, Chief Marketing Officer, Diamond Resorts International®,
“It is a pleasure working with Jim Noble and his team at Noble Systems. Our relationship is strategically and technically aligned and their platform to support the DRI National Customer Care Center (DRINCCC), with its planned 177 stations, is just what we wanted. With DRI's high expectations, we believe Noble Systems is the partner solution that will meet and exceed those expectations. As both companies are members of the ATA (American Teleservices Association) we both believe in the integrity of our customer service touch points and ethical call center practices by following the guidelines set by the ATA to exceed State and Federal standards.”
James K. Noble, Jr., President & CEO of Noble Systems, describes the suitability of the Noble solution for the vacation ownership and resort environment, stating, “Noble Systems' technology offers a wide-range of features, as well as the flexibility of an open database, that allows resort and vacation developments to integrate their sales, account services, and reservation scheduling activities into a common platform. With cross-functional capabilities and contact blending, agents become more productive and centers can increase efficiencies. We are honored that Diamond Resorts International® has selected to expand its relationship with Noble Systems, and we look forward to supporting their continued growth with the best contact center solutions available in the market.”
About Diamond Resorts International
Diamond Resorts International®, with global headquarters in Las Vegas, Nev., is one of the largest vacation ownership companies in the world with more than 110 branded and affiliated resorts and nearly 23,000 guest beds in 14 countries with destinations throughout the continental United States and Hawaii, Canada, Mexico, the Caribbean and Europe. Offering simplicity, choice and comfort to more than 360,000 owners and members through the branded service of more than 5,500 team members worldwide, Diamond Resorts International® is dedicated to providing its guests with effortless and relaxing vacation experiences every time, for a lifetime.
About Noble Systems®
Noble Systems Corporation (NSC) is a global leader in contact center technology solutions, providing innovative products since 1989. Tens of thousands of agents at 1,000+ client installations worldwide conduct business using the award-winning Noble® platforms for inbound/outbound/blended communications. The scalable, integrated Noble solution includes advanced ACD and predictive dialing; unified contact processing for voice, email, and web; and integrated IVR, digital recording, messaging, quality control/monitoring systems, scripting, and real-time reporting and management tools. Based in Atlanta, GA, Noble was the first vendor to offer an open, scalable, fully-distributed platform. For more information on this item or the company, contact Lee Allum at 1.888.866.2538 x538 (lallum@noblesys.com), or visit www.noblesys.com.
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