• July 22, 2011

Capgemini Launches Social Media Management Managed Service

Capgemini Group, a provider of consulting, technology, and outsourcing services, launched a new comprehensive Social Media Management service to help businesses take advantage of online social interactions.

Responding to the vast growth in social media volumes, Capgemini created its customizable, all-in-one solution to offer real-time Web listening, analysis, and customer outreach. These social media conversations can be acted on in real time via integration to Capgemini's onshore and offshore Customer Interaction centers.

Capgemini's Social Media Management service makes use of its experience in customer insight management, together with its process management expertise. Partnering with Attensity, a provider of text analytics solutions, it offers an end-to-end managed service to deliver analysis, insight and customer engagement. Attensity provides media monitoring through its Attensity 360 platform, deeper analytics and analysis and insight through Attensity Analyze, and social media interaction through Attensity Respond. It also provides text analytics, language processing, and integration with business intelligence tools.

Capgemini will draw on its global footprint and Rightshore delivery model to provide a service that will be delivered via onshore, nearshore, and offshore through command centers in Guatemala, Dallas, and Bangalore, India. This service, with its distributed delivery model, will alos offer multilingual and localized services.

Capgemini has already delivered successful pilots and early stage programs of Social Media Management with 20 customers across telecommunications, gaming, manufacturing, and the consumer goods sectors. Recently, Brown-Forman (makers of Jack Daniels) called upon Capgemini to help monitor, analyze, and provide insight into the launch of its new Jack Daniels Tennessee Honey across various social media channels and platforms, including Facebook and Twitter.

Paul Cole, vice president of business process optimization customer operations at Capgemini, said, "Capgemini's Social Media Management solution allows us to have a positive impact on customers in this emerging space. Most businesses recognize that social media has the potential for generating tremendous value for the business, be it for marketing, sales or customer service, yet many are unaware of how to best use their company's assets to effectively operate within this channel. By partnering with Capgemini, companies have access to the latest and most impactful technologies as well as immediate access to skilled social media advocates. As a result, they are able to respond, in near real-time, which ultimately can lead to actions that improve the bottom line."

The service is part of a wider drive from Capgemini into the social media space and complements Capgemini Consulting's social media solution called Social Insight into Action. This solution 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 multichannel strategy.

"We're very excited that Capgemini has endorsed Attensity as the foundation of its service and is partnering with us," said Ian Bonner, CEO of Attensity. "Capgemini's global team provides customers with world-leading implementation services. We're delighted to team with them to enable optimal business processes to understand customer sentiment, issues and opportunities online and to leverage those insights through business alerts, reporting. and engagement."

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