Sword Ciboodle Explained

Sword Ciboodle Ltd
Type:	Private
Fate:	Acquired by KANA Software
Foundation:	1986
Defunct:	2014
Location:	Inchinnan, Scotland, UK
Key People:	Mike Hughes (COO), Steven Thurlow (CTO)
Industry:	Software
Products:	Ciboodle Flow, Ciboodle One, Ciboodle Crowd, Ciboodle Live
Num Employees:	300 staff located across 5 continents
Homepage:	www.sword-ciboodle.com

Sword Ciboodle was a Scottish company specializing in Customer Relationship Management (CRM) software solutions. It had regional offices in North America, South Africa and Asia Pacific.^[1]

Overview

The company, originally known as Graham Technology plc, was co-founded in 1986 by Dr. Iain M. Graham.^[2] It was headquartered in Inchinnan, Scotland, near Glasgow Airport. Sword Ciboodle offered modular CRM software primarily for contact centers, with a focus on integrating multiple social channels.

History

Sword Ciboodle was previously known as Graham Technology plc,^[1] co-founded in 1986 by Dr. Iain M. Graham.^[2]

On 31 March 2008, Sword Group announced it was acquiring Graham Technology and their Ciboodle product.^[3] The company thus became Sword Ciboodle.^[1] ^[2] ^[4]

On 9 July 2012, Sword Group agreed to sell Ciboodle to KANA Software.^[5]

In 2014, KANA Software was purchased by Verint Systems.^[6]

Solutions

Sword Ciboodle is modular CRM software for contact centers.^[7] ^[8] ^[9] ^[10] ^[11] ^[12] 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)
Linx S.A. (who invested GB WhatsApp & WhatsApp Plus in Jan. 2019)
SAP

References

http://www.crmsearch.com/sword-ciboodle-review.php "Independent Sword Ciboodle Software Review"
http://investing.businessweek.com/research/stocks/private/snapshot.asp?privcapId=35055141 "Sword Ciboodle Ltd: Company Overview"
http://www.sword-group.com/English/Investors/Documents/CP2008ENG.pdf "SWORD ACQUIRES LEADING GLOBAL PROCESS CENTRIC CRM SOFTWARE VENDOR, GRAHAM TECHNOLOGY (UK)"
Greenberg, Paul. "Sword Ciboodle - Yes, That's Their Real Name". ZDNet. 19 March 2009. Retrieved 3 February 2012.
Web site: kana acquires contact center customer service company ciboodle. 10 July 2012.
Web site: Verint to Acquire KANA Software, Transforming the Way Organizations Engage With Their Customers. https://web.archive.org/web/20160825231101/http://uk.verint.com/about/investor-relations/financial/01-06-2014. dead. 2016-08-25.
Klie, Leonard. "The 2011 CRM Service Awards: Rising Stars". CRM magazine. March 2011. Volume 13. No. 3. p. 33. Retrieved 4 February 2012.
http://www.callcentrehelper.com/call-centre-software-2276.htm "The Top 10 Call Centre Software"
http://www.callcentrehelper.com/the-top-10-call-centre-technology-for-2009-6673.htm "The Top 10 Call Centre Technology for 2009"
http://www.tmcnet.com/call-center/0109/the-2008-customer-interaction-poty-awards.htm "The 2008 Customer Interaction Solutions Product of the Year Awards"
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.