Social media is an umbrella term that defines the various activities that integrate technology, service, and marketing interactions, and the construction of words and pictures. Social media uses Internet and web-based technologies to transform broadcast monologues into social dialogues.
Here, you’ll find a list of social media CRM solutions that that will help your contact center improve the customer experience.
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Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise. For more information, visit www.aspect.com.
Avaya is the global leader in contact center and enterprise customer communication solutions. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, service and competitiveness.
Cisco is the worldwide leader in networking for the Internet and a leading provider of communication and collaboration solutions, including solutions for the contact center. Cisco customer solutions combine powerful contact center multi-channel routing and queuing with voice self-service to create unique, content rich experiences. Cisco is also delivering the next wave of customer care that enables enterprises to integrate traditional contact center tools and processes with Web 2.0, emerging social medias, and video in order to deliver compelling customer experiences and proactively manage a company’s brand and reputation. Learn more at www.cisco.com/go/cc
KANA makes every experience a good experience for your customers. As a leader in SEM, KANA gives managers total control over the service process, so they can take care of their brand while taking care of customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved NPS at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide.
LiveOps is the global leader in cloud contact center and customer service
solutions. More than 300 companies around the world, including
Salesforce.com, Symantec and New Zealand trust LiveOps' technology to enable
effective multichannel, social and mobile interactions with their customers.
LiveOps' award-winning platform has processed more than 1 Billion minutes of
customer interactions and managed operations for the largest US-based cloud
contact center of 20,000 home-based, independent agents.
Radian6 provides the social media monitoring platform for marketing, communications and customer support professionals. The company’s flexible dashboard and as-it-happens alerts enable monitoring all forms of social media and related comments with real-time, as discovered results. Various analysis widgets give users the ability to uncover the top influencers as well as which conversations are having an impact online. Workflow features also allow users across an enterprise and with agency partners to efficiently and effectively track, manage and report on all social media engagements.
RightNow is leading the industry beyond CRM to customer high-impact Experience Management solutions. Companies around the world turn to RightNow to drive a superior customer experience across the frontlines of their business. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia.
Siemens Enterprise Communications is a premier provider of end-to-end enterprise communications, including contact center, voice, video, and communication solutions that use open, standards-based architectures to unify business and communication applications for a seamless collaboration experience. Through our global network of over 12,000 service professionals in more than 20 countries, we are able to deliver a complete range of enterprise solutions. We provide innovative, secure and flexible solutions that can unify communications for every shape and size of business. The end result is a way of working that we call Open Communications.
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