Rather than packaged applications, the Glasgow, UK-based company has traditionally offered process management and modeling tools, which provide customers with flexibility but at a cost in terms of implementation time and expertise. Ciboodle is an attempt to tap into user organization demands for applications that require configuration instead of customization, while continuing to play to its strength in approaching applications from a flexible, modular, process-centric rather than database-centric perspective. The only other CRM vendor to take this approach is Chordiant Software Inc.
Ciboodle represents new packaging rather than new technology. It provides pre-modeled common-practice CRM processes that can be modified, and uses Graham Technology’s established GT-X process platform. It builds on the company’s expertise in customer interaction and contact center software.
The company said the application set is integrated with all contact-center channels including telephony, web, interactive voice response, and instant messaging, and provides agents with a single interface through which they can manage customer interactions, as well as the ability to move seamlessly between channels at any stage. While many functions such as contact management and case handling are provided as standard, ciboodle also includes the business process development tools to enable organizations to extend and customize.
