3rd Party Remote Call Monitoring Feature

Spanlink (News - Alert) Communications, a Cisco partner that specializes in designing, implementing and supporting contact center and customer collaboration solutions, recently announced that it has developed Spanlink MobileMiner, a mobile application for Cisco’s (News - Alert) SocialMiner software. The app was specifically designed for the much anticipated Cisco CIUS Tablet, which is set to be the first enterprise-class business tablet.

In a release, Roxann Swanson-Sawyers, Spanlink executive vice president of worldwide sales and marketing, said, “Businesses that engage in customer service via social media have a competitive advantage, but they must be able to respond quickly and effectively in order to maintain that advantage. The stream of online chatter is never-ending, and MobileMiner eliminates barriers to providing the prompt responses that social media conversations demand.”

Released last fall, the SocialMiner software helps companies keep track and respond to customers who are communicating via social media networks. Spanlink MobileMiner will boost productivity by giving users access to Cisco’s social media monitoring solution from anywhere at any time.

Companies will now easily be able to improve their customer satisfaction ratings strengthening the loyalty of their customers by leveraging this mobile solution. By using this application, users will be able to access online conversations surrounding their brand in real time; utilize the location mapping feature to pinpoint where conversations are taking place, monitor and proactively respond to social media interactions, including tweets, blog posts, Facebook posts as well as tag (News - Alert), handle and/or reserve each post as they would in a call center environment.

Mark Langanki, Spanlink executive vice president of engineering and operations, said, “As a Cisco Collaboration and Contact Center partner, it is our mission to create solutions that solve business problems, from cutting costs to improving customer satisfaction. MobileMiner exemplifies Cisco's vision for true collaboration, addressing the needs of our customers by bringing the existing social media solutions to Cisco’s newest mobile device.”  

Spanlink MobileMiner has been specifically developed to address the current industry demands to leverage public social media platforms as a channel for customer response.  

Spanlink, one of the leading providers of unified communications and customer interaction solutions, is a Master certified Cisco partner and currently serves mid-size businesses and large enterprises.

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