Cisco Provides New Customer Collaboration Software

Cisco has announced the release of the Cisco SocialMiner, software enabling companies to find and respond to customers and prospects through social media networks, such as Twitter, LinkedIn and Facebook, as well as other public forums or blogs. The software monitors posts, blogs, and even status messages in real-time, and alerts the companies and enterprises of anything related to them. Through this program, companies can keep an eye on the web to gain and improve business intelligence, as well as immediately reach customers who need service.

As millions of Tweets are posted each hour, and many people use the Internet to comment on a company or its products, keeping engaged with social networks is vital for most enterprises. By monitoring what is said about them online, businesses can quickly learn what issues there are and respond to customers. Cisco has vast experience in operational excellence and network scaling technologies, giving it the knowledge and skill to provide businesses with an enterprise-class solution for customer care through social media.

In this writer’s opinion, having a mechanism to organize, filter, and prioritize the multitude of status updates and Tweets grows in importance each day, as companies try to find ways to identify and help the individuals with valid problems who post their issues online. Without weeding out the complainers who will post just to troll, it could become difficult to find which posts require action. Anyone actually seeking technical support could be lost beneath a flood of messages from people who are not interested in having their issues addressed.

Cisco has also announced Cisco Finesse, a collaboration desktop for customer care representatives. Cisco Finesse puts all important information in a single, modifiable cockpit, allowing for more efficient customer assistance, reducing operational costs and increasing customer satisfaction.

It also introduced a new network-based Rich Media Capture platform, which is designed to support the recording, playback, live steaming, and storage of video and audio media. It provides a cost-effective and efficient foundation for recording, saving, and viewing media and conversations for business intelligence.

According to Nancy Jamison, UCStrategies Expert and President and Principal Analyst at Jamison Consulting, “With these announcements, Cisco continues to add significant building blocks into portfolio, which show very strong promise of heightening the customer experience.” 

For more information, visit www.cisco.com.