Cicero

Cicero's Intelligent Analytics Platform is a cloud and data driven software suite,uses company to reshape customer and employee experiences. In practice that means turning support emails and chats into tickets with owners, priorities and SLAs.

The natural audience is support teams from two people to hundreds. They also list Analytics, Cloud Data Services, Customer Service and Intelligent Systems, so expect those to show up in the feature set. They are a small team, 11 to 50 people, which usually shapes who they work with. You will probably talk to the people who build it, which is great until you need 24/7 support.

Cicero is based in Cary, North Carolina and founded in 1988. You can read more at ciceroinc.com.

Things worth asking about: channel coverage, automation rules, and per-agent pricing. A short pilot with your real data tells you more than any demo.

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