IT consulting firm Capgemini has introduced a new Social Media Management service to help businesses take advantage of online social interactions.
The service is part of a wider drive from the company into the social media space and complements Capgemini Consulting’s social media solution called ‘Social Insight into Action.’
The social media conversations can be acted on in real time via integration to Capgemini’s onshore and offshore Customer Interaction centres.
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.
The application provides consulting expertise to transform a business’ systems and processes, turning the insights from social media monitoring into actions that include operational improvement, process redesign, customer segmentation strategy, social CRM strategy and multi-channel strategy.
The company has already delivered pilots and early-stage programs of Social Media Management with 20 customers across telecommunications, gaming, manufacturing and the consumer goods sectors.
Collaborating with Attensity, a provider of text analytics solutions for Customer Experience Management, the service offers a managed service to deliver analysis, insight and customer engagement.
Attensity provides social media monitoring through its ‘Attensity 360 platform,’ deeper analytics and analysis and insight through ‘Attensity Analyze’ and social media interaction through ‘Attensity Respond.’
Attensity also provides text analytics, language processing and integration with business intelligence tools.
