Cisco has launched SocialMiner software, which is designed to enable companies find and respond to customers and prospects communicating through public social media networks like Twitter and Facebook, or other public forums or blogging sites.
The company said the new social customer care offering facilitates companies monitor status updates, forum posts, or blogs from customers in real time, alerting enterprises of conversations related to their brand.
Customer posts on social media networks are organised and delivered to social media customer care teams, through social media monitoring, queuing, and workflow
Consumers will be able to continue to manage their online privacy in social media through opt-in and opt-out settings within the social networks themselves.
Cisco also announced a web 2.0 collaboration desktop Finesse, for customer care representatives that puts all the information they need in a single, modifiable cockpit.
This new offering combines traditional contact centre functions with Quad enterprise social-software capabilities.
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In addition, the company has introduced a new network-based media capture platform that supports the recording, playback, live streaming and storage of media, including audio and video, with recording metadata.
