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Aegis Launches Cloud-Based Social Media Experience Management Platform AegisLISA
DALLAS, TX and MUMBAI, INDIA, Apr 18, 2012 (MARKETWIRE via COMTEX) --
Aegis Limited, a global outsourcing services provider and part of
the $17 billion Essar Group, today launched its comprehensive Social
Media Engagement solution, AegisLISA. AegisLISA provides the ability
of Listening, Interacting, Socializing, and Aligning with the online
community of a brand via a single solution platform, enabling deeper
brand-customer engagement. This intelligence is generated by
accessing and analyzing thousands of news, social networking, blogs
and other user generated content sites of web 2.0 on real-time basis.
It further enables brands to manage interactions with Social Media
users and generate intelligent reports.
Aparup Sengupta, Managing Director and Global CEO of Aegis, said,
"Digital and Social Media are very important parts of the customer
experience eco-system, and have gained significant customer mindshare
in recent times. With customer service, marketing and sales teams
joining the drive, the demand has grown beyond pure 'Listening' and
'Analyzing' to include 'Engaging' with the end users. Our research
shows that Social Media is the top of the mind agenda around a brand
with CXOs. With AegisLISA, we have strengthened our basket of
solutions for our clients and made it easier to implement Social
Media strategies."
Gartner predicts that:
-- By 2015, more than half of the world's formal contact centers will
include a level of customer participation and engagement in the
service process in real time.
-- Software as a Service (SaaS) in particular, and cloud computing in
general, will open new opportunities to introduce Social Media into
the customer service contact center, due to lower complexity and
faster speed of implementation.
-- The need to be aware of, support and integrate users of Facebook,
Twitter and off-portal communities is causing organizations to
redesign existing/old service processes, and to identify potential
process silos.
Sandip Sen, President, Customer Lifecycle Management (CLM) Business of
Aegis, said, "This solution fulfills a need for a comprehensive
engagement partner for our clients and crosses into marketing, sales
or customer service. We see an opportunity for our clients who can
leverage our solution to create a positive impact on their end users
for years to come."
Anil Modi, Chief Marketing Officer of Aegis, said, "Unlike other
channels, Social Media offers the unique opportunity of monitoring
'To brand' and 'About brand' conversations simultaneously. Social
Media presents a distinct approach to tap into end user sentiments in
real time, addressing and responding to service issues, sales
opportunities and gathering market intelligence. The accuracy of
speed with which brands responds to their end users is a key
differentiator AegisLISA brings to the table. "
AegisLISA is built using four distinct components:
-- Technology: A platform to listen to various popular social networking
sites, blogs and discussion forums, respond to them in real time,
monitor and audit responses to create deeper engagement.
-- Analytics: The solution provides built-in analytical capabilities to
gain insights into the context of conversations and business
opportunities that can be discovered. Dashboard and reports are
designed around competitive analysis, Twitter, Facebook, volume and
sentiment.
-- Execution: Provision to manage consumer engagement with trained
specialists engaging end users.
-- Domain Intelligence: Providing customers with domain understanding and
competitive benchmarking to develop and steer your social media
strategy.
About Aegis
Founded almost 30 years ago in the US, Aegis is a global
business services and experience management company committed to
impacting clients' business outcomes by focusing on end user brand
experience across all touch points and channels. With a presence in
12 countries, 50 locations, and with more than 55,000 employees,
Aegis manages over a billion customer interactions every year for
over 300 clients across verticals such as Banking, Financial
Services, Insurance, Telecom, Healthcare, Travel and Hospitality,
Consumer Goods, Retail, and Technology. Aegis manages, enables,
extends, and enhances business experiences for its clients and their
customers across consulting, technology, outsourcing, and training
and education. Aegis is wholly owned by the Essar group -- a $17
billion global conglomerate. For more information, visit
www.aegisglobal.com, on Twitter @aegisonline or
www.facebook.com/aegisglobal.
Aegis media contacts
USA
Kevin Nolan
+1-214-505-9732
Email Contact
Global
Shaily Vaswani
+91-99-301-32305
Email Contact
SOURCE: Aegis
http://www2.marketwire.com/mw/emailprcntct?id=2E27BA545F3A74E6
http://www2.marketwire.com/mw/emailprcntct?id=E5BDB190A65D83E3
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