Government Agency Contact Centre is a finalist in the ATA Awards, Recognised for Operational Excellence
Sydney, Australia, 22 September, 2011 - Sword Ciboodle, a global provider of customer engagement solutions, today announced that client Smart Service Queensland has expanded its Contact Centre, which serves the citizens of Queensland, Australia, and been shortlisted for an operational excellence award by the Australian Teleservices Association (ATA). The Sword Ciboodle platform now supports more than 300 agents and management of more than 200 service types. The Contact Centre typically receives more than 2.5 million inquiries per year, with more in emergency situations, such as the recent flooding that affected more than 200,00 people as well as Cyclone Yasi.
The Smart Service Queensland Contact Centre is part of an integrated service excellence program for the Queensland Government that offers services via telephone, email, facsimile and integrated voice response through an integrated contact centre. The Contact Centre has received numerous awards and commendation for its facilities and technology as well as the dedication and talent of its staff. The Contact Centre is currently a finalist in the StateATA Awards for Queensland, which recognises excellence in contact centres based on factors including the site, environment, systems, people, policies and processes.
"Our goal for all clients, is to implement a cutting edge customer engagement platform which focuses on the present but builds a strong base for future growth and change,” said Brian Donn, CEO, Sword Ciboodle, Asia-Pacific. "After working in close partnership with SSQ we are delighted with the result our team produced and especially proud to have been commended by the Minister for ICT for making a difference to front-line service delivery to the people of Queensland during the terrible floods experienced in early 2011."
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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 sword-ciboodle.com/blog/ , and follow us on Twitter at twitter.com/sword_ciboodle .