Sword Ciboodle
Sword Ciboodle, was a provider of Customer Relationship Management (CRM) software solutions based in Scotland with regional offices across North America, South Africa and Asia Pacific.[1]
| Type | Private |
|---|---|
| Industry | Software |
| Fate | Acquired by KANA Software |
| Founded | 1986 |
| Defunct | 2014 |
| Headquarters | Inchinnan, Scotland, UK |
Key people | Mike Hughes (COO), Steven Thurlow (CTO) |
| Products | Ciboodle Flow, Ciboodle One, Ciboodle Crowd, Ciboodle Live |
Number of employees | 300 staff located across 5 continents |
| Website | www.sword-ciboodle.com |
The company consistently appeared in both Forrester Research's Wave and Gartner Research's Magic Quadrant reports as an industry leader in Customer Relationship Management.[2][3]
Clients included Sears, Sony, Vistaprint, JP Morgan Chase, Admiral and Eskom.[4]
Sword Ciboodle was 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 9 July 2012, Sword Group agreed to sell Ciboodle to KANA Software.[8]
In 2014, KANA Software was purchased by Verint Systems.[9]
Solutions
Sword Ciboodle is modular CRM software for contact centers.[4][10][11][12][13][14] 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.
The Ciboodle platform was subsumed into other KANA products following the acquisition by Verint.
Competitors
Competitors included:[1]
- PeopleSoft
- Pegasystems (who bought Chordiant in March 2010)
- Oracle (who bought RightNow Technologies in October 2011)
- SAP
References
- "Independent Sword Ciboodle Software Review". CRMsearch.com. Retrieved 4 February 2012.
- Band, William & Kobielus, James. "The Forrester Wave™: CRM Suites Customer Service Solutions, Q3 2010". Forrester Research. 19 July 2010. Retrieved 5 February 2012.
- Maoz, Michael. "Magic Quadrant for CRM Customer Service Contact Centers". Gartner Research. 15 April 2011. Retrieved 5 February 2012.
- Klie, Leonard. "The 2011 CRM Service Awards: Rising Stars". CRM magazine. March 2011. Volume 13. No. 3. p. 33. Retrieved 4 February 2012.
- "Sword Ciboodle Ltd: Company Overview". Bloomberg Businessweek. Retrieved 3 February 2012.
- "SWORD ACQUIRES LEADING GLOBAL PROCESS CENTRIC CRM SOFTWARE VENDOR, GRAHAM TECHNOLOGY (UK)". Archive News, Sword Group. 31 March 2008. Retrieved 5 February 2012
- Greenberg, Paul. "Sword Ciboodle - Yes, That's Their Real Name". ZDNet. 19 March 2009. Retrieved 3 February 2012.
- "kana acquires contact center customer service company ciboodle". Retrieved 10 July 2012.
- http://uk.verint.com/about/investor-relations/financial/01-06-2014
- "The Top 10 Call Centre Software". CallCentreHelper.com. 5 November 2008. Retrieved 5 February 2012.
- "The Top 10 Call Centre Technology for 2009". CallCentreHelper.com. 2 December 2009. Retrieved 5 February 2012.
- "The 2008 Customer Interaction Solutions Product of the Year Awards". Customer Interaction Solutions magazine. January 2009. Volume 27. No. 9. Retrieved 5 February 2012.
- Greenberg, Paul. "The CRM Watchlist 2011 Part III: Representing the Pillars". ZDNet. 4 January 2011. Retrieved 5 February 2012.
- Greenberg, Paul. "CRM Watchlist 2012 - The Winners List". ZDNet. 10 January 2012. Retrieved 5 February 2012.
Further reading
- Rankine, Kate. "Saturday Profile: No bull from a reluctant millionaire". The Telegraph (UK). 16 September 2000. Retrieved 3 February 2012.