Sword Ciboodle

Sword Ciboodle is a provider of Customer Relationship Management (CRM) software solutions based in Scotland with regional offices across North America, South Africa and Asia Pacific.^[1]

The company consistently appears in both Forrester Research's Wave and Gartner Research's Magic Quadrant reports as an industry leader in Customer Relationship Management.^[2][3]

Clients include Sears, Sony, Vistaprint, JP Morgan Chase, Admiral and Eskom.^[4]

Sword Ciboodle is headquartered in India of Inchinnan,^[5] an art deco listed building near Glasgow airport.

History

Sword Ciboodle were previously known as Graham Technology plc,^[1] co-founded in 1986 by Dr. Iain M. Graham.^[5]

On 31 March 2008 Sword Group announced it was acquiring Graham Technology and their Ciboodle product.^[6] The company thus became Sword Ciboodle.^[1][5][7]

On 9th July 2012 Sword Group agreed to sell Ciboodle to KANA Software.^[8]

Solutions

Sword Ciboodle is award-winning, modular CRM software for contact centers.^{[4][9][10][11][12][13]} The products work across multiple social channels.

The Ciboodle platform consists of:

• Ciboodle One is the desktop which provides a single customer view, for example of all their products and contact history.
• Ciboodle Flow is the Workflow engine for business process automation.
• Ciboodle Live is the Self-service software.
• Ciboodle Crowd provides a social networking service to customers.

Competitors

Competitors include:^[1]

• Peoplesoft
• Pegasystems (who bought Chordiant in March 2010).
• Oracle (who bought RightNow Technologies in October 2011).
• SAP

References

1. ↑ 1.0 1.1 1.2 1.3 "Independent Sword Ciboodle Software Review". CRMsearch.com. Retrieved 2012-02-04.
2. ↑ Band, William & Kobielus, James. "The Forrester Wave™: CRM Suites Customer Service Solutions, Q3 2010". Forrester Research. 19 July 2010. Retrieved 2012-02-05.
3. ↑ Maoz, Michael. "Magic Quadrant for CRM Customer Service Contact Centers". Gartner Research. 15 April 2011. Retrieved 2012-02-05.
4. ↑ 4.0 4.1 Klie, Leonard. "The 2011 CRM Service Awards: Rising Stars". CRM magazine. March 2011. Volume 13. No. 3. Page 33. Retrieved 2012-02-04.
5. ↑ 5.0 5.1 5.2 "Sword Ciboodle Ltd: Company Overview". Bloomberg Businessweek. Retrieved 2012-02-03.
6. ↑ "SWORD ACQUIRES LEADING GLOBAL PROCESS CENTRIC CRM SOFTWARE VENDOR, GRAHAM TECHNOLOGY (UK)". Archive News, Sword Group. 31 March 2008. Retrieved 2012-02-05
7. ↑ Greenberg, Paul. "Sword Ciboodle - Yes, That's Their Real Name". ZDNet. 19 March 2009. Retrieved 2012-02-03.
8. ↑ "kana acquires contact center customer service company ciboodle". Retrieved 10 July 2012. 
9. ↑ "The Top 10 Call Centre Software". CallCentreHelper.com. 5 November 2008. Retrieved 2012-02-05.
10. ↑ "The Top 10 Call Centre Technology for 2009". CallCentreHelper.com. 2 December 2009. Retrieved 2012-02-05.
11. ↑ "The 2008 Customer Interaction Solutions Product of the Year Awards". Customer Interaction Solutions magazine. January 2009. Volume 27. No. 9. Retrieved 2012-02-05.
12. ↑ Greenberg, Paul. "The CRM Watchlist 2011 Part III: Representing the Pillars". ZDNet. 4 January 2011. Retrieved 2012-02-05.
13. ↑ Greenberg, Paul. "CRM Watchlist 2012 - The Winners List". ZDNet. 10 January 2012. Retrieved 2012-02-05.

Further reading

• Rankine, Kate. "Saturday Profile: No bull from a reluctant millionaire". The Telegraph (UK). 16 September 2000. Retrieved 2012-02-03.