Cisco Extends CRM to Social Media

Social Media really got bigger in online place nowadays that even Cisco System got more serious in extending its CRM to social media. The software lets organization meet and communicate with their customers who engages through social-media networks such as Facebook, Twitter and other online networking sites, blogs and forums.

Dubbed SocialMiner, the software lets companies monitor and take a look from time to time any status or updates from their customers. With this information, it allows businesses to stay engaged and ware of conversations related to their field of busniess transactions.

Companies believes that neglecting the online chatter, will open up for opportunites for their competitiors and allowing dialog abut their brand to happen without them, said by the Vice President and General Manager, John Hernandez, of Cisco’s Customer Collaboration business unit.

Since social media evolved quickly, use of it by businesses is largely unstructured an undable to scale and such use of videos, e-mail, chat and other web interactions is also prevalent. Besides SocialMiner, Cisco also announcd Finese, a Web 2.0 collaboration desktop for customer-care representatives that will put infomation in a modifiable cockpit that provides the way for reps to help callers. For Cisco, SocialMiner is a tool that can help lower operational costs for businesses and increase the numer of sepcified customers.

Cisco also established a network-based rich-media capture platform that supports the recording, playback, live streaming, and storage of media, including audio and video, with rich recording metadata. Cisco said the solution offers an efficient, cost-effective foundation for capturing, preserving and mining conversations for business intelligence.  Cisco said organizations increase insights into caller issues, direct customer-service agents toward speedy first-call resolution, develop agent productivity  Relevant Products/Services, and increase customer satisfaction.


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