Call Center QA Featured Article

July 25, 2011

Capgemini's Social Media Management Service Helps Businesses Benefit from Online Social Interactions

Capgemini (News - Alert), a provider of IT consulting, technology and outsourcing services, has announced the launch of a new Social Media Management service to help businesses take advantage of online social interactions.

Capgemini’s Social Media Management service combines the capabilities of the company’s customer insight management and process management expertise.

The company also announced partnership with Attensity, a provider of text analytics solutions for Customer Experience Management, to offer an end-to-end managed service to deliver analysis, insight and customer engagement.

The “Attensity 360 platform” offers an excellent social media monitoring tool, deeper analytics and analysis and insight through “Attensity Analyze” and social media interaction through “Attensity Respond.” The solution also provides text analytics, language processing and integration with business intelligence tools.

The Social Media Management service is designed to respond to the vast growth in social media volumes. This all-in-one solution offers real-time Web listening, analysis and customer outreach.

Organizations are faced with the challenge of managing sheer volume of data that needs monitoring, categorizing, integrating, and acted upon. Industry experts say this trend will result in more customers sourcing third-party services that can manage the explosion in data and drive more effective lead generation.

Social media conversations can be acted on in real time via integration to Capgemini’s onshore and offshore Customer Interaction centers. The feedback can then be used directly to modify processes, optimize marketing campaigns and improve the overall customer experience; ultimately leading to accelerated growth and increased ROI, company officials said.

Offering services through command centers in Guatemala City, Dallas and Bangalore, Capgemini’s services are delivered via onshore, nearshore and offshore. This service, with its distributed delivery model, will help drive cost efficiencies while also bringing the added benefits of multilingual and localized services.

Capgemini has already delivered successful pilots and early-stage programs of Social Media Management with several customers.

“Most businesses recognize that social media has the potential for generating tremendous value for the business; be it for marketing, sales or customer service, yet many are unaware of how to best use their company’s assets to effectively operate within this channel.”Capgemini’s Social Media Management solution allows us to have a positive impact on customers in this emerging space,” said Paul Cole, VP for BPO Customer Operations at Capgemini, in a statement.

“By partnering with Capgemini, companies have access to the latest and most impactful technologies as well as immediate access to skilled social media advocates. This allows them to respond, in near real-time, which ultimately can lead to actions that improve the bottom line.”

In a related announcement, Capgemini revealed the results of its third annual Executive Outsourcing Survey, which explores the perceptions and use of social media within customer care operations defined as all aspects of customer interaction management within the enterprise.

More than half of senior executives (52 percent) participating in the survey indicated that social media is currently a part of their company's customer care operations, and 57 percent indicated they are aware that their company is currently monitoring online conversations.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.