Nicor National Selects Sword Ciboodle to Help Manage its Customer Interactions

CHICAGO, June 21, 2011 /PRNewswire/ -- Sword Ciboodle, a global provider of customer engagement solutions, announced today that Nicor National, a leading provider of home warranty and energy management solutions, has chosen Sword Ciboodle to drive its contact center modernization efforts. Sword Ciboodle's innovative customer engagement platforms will consolidate Nicor National's multiple technologies, improve contact center operations, reduce costs, and manage projected growth.

Because Nicor National handles more than a million customer interactions and manages relationships with 740,000 customers on behalf of its utility partners, the company required a unified interface that would allow its contact center agents to more efficiently help customers requesting service, reporting a claim, or making a product inquiry that has cross-sell or up-sell potential. Sword Ciboodle will deploy its unified, intelligent desktop Ciboodle One and workflow management Ciboodle Flow modules to help Nicor National reduce costs, improve agility, and build truly effective relationships that its customers value.

Sword Ciboodle is working with Nicor National to implement a scalable platform that provides real time enterprise integration — one that blends CRM and BPM to deliver the richness required to deliver intelligent, dynamic case handling in a demanding environment like that of Nicor National's contact center. The Sword Ciboodle deployment will help support and speed both decision-making and problem solving, manage costs, and enable operational and customer service excellence.

"We met with several vendors, and it was readily apparent that Sword Ciboodle offered the best solution to transform our contact center," said Barbara Porter, Vice President, Business Development & Customer Service, Nicor National. "In addition to its flexibility, the solution is easy to use, manages data effectively, and enables our team to focus on providing exceptional service."

"Sword Ciboodle is currently on a growth trajectory in the energy sector, and we are pleased to offer our expertise to modernize Nicor National's contact center as part of their commitment to providing superior customer experiences," said Paul White, CEO of Sword Ciboodle Americas. "We have worked closely with Nicor National to understand the business goals they have set in place and the challenges they face. We look forward to helping them deliver excellent customer service and further their ability to help their clients reduce their costs, improve brand equity, and generate revenue."

To read Sword Ciboodle Reviews from Gartner, Forrester and others, please visit: http://www.swordciboodle.com/en-us/insights/analysts/featured/

To learn more about Sword Ciboodle's award winning, modular, multi-channel Customer Engagement Platform, please visit: http://www.sword-ciboodle.com/en-us/products/ciboodle-family/

ABOUT SWORD CIBOODLE

Sword Ciboodle delivers award-winning, modular CRM software to contact centers worldwide, enabling advanced customer engagement across multiple social channels. The Sword Ciboodle platform is essentially categorized into three tiers of service that empower your valued customers to: "be served, be solo, and be social." Through these tiers, the company's family of products accelerates your ability to deliver consistent customer service, leading to exceptional end-user experiences that reduce overall operational costs and achieve higher revenue.

Sword Ciboodle and its contact center software are consistently recognized by industry analysts as one of the world's leading customer-centric solutions; featured by the prestigious Gartner Magic Quadrant, CRM Customer Service Contact Centers, for five consecutive years. With staff located across 5 continents, Sword Ciboodle clients include Sears, Sony, Admiral, JP Morgan Chase, Standard Bank and Eskom.

For more information, please visit www.sword-ciboodle.com, join the CRM discussion on our "Under the C" blog at http://www.sword-ciboodle.com/blog/, and follow us on Twitter at twitter.com/sword_ciboodle.

ABOUT NICOR NATIONAL

Nicor National is a d/b/a for Nicor Energy Services Company, a non-regulated subsidiary of Nicor Inc. (NYSE: GAS), and affiliate of Nicor Gas, one of the nation's largest natural gas distribution companies. Nicor National markets "Home Solutions(SM)," a proprietary line of customizable home warranty and energy efficiency plans that can be co-branded with utility and energy companies to maximize financial performance and build and sustain customer satisfaction.

For more information, visit the Nicor National website at www.nicornational.com.

Media Contact:
Liz Erk
The Jaxson Group for Sword Ciboodle
Liz @ jaxsongroup.com
Phone: 781 279 0370

SOURCE Sword Ciboodle