• February 9, 2011
  • By Koa Beck, Editorial Assistant, CRM magazine

Alcatel-Lucent Brings Next-Generation Customer Conversations with Context-Based Social Engagement

Alcatel-Lucent has released the Genesys Social Engagement solution, which monitors, analyzes, and connects consumers over social media and traditional channels, providing visibility into customer engagement and community trends.

 The Genesys Social Engagement solution automates the process of monitoring communications from consumers through social media channels like Facebook and Twitter. The solution analyzes the content for sentiment, determines whether it is actionable, and then prioritizes the information based on customer influence and the service-level objectives of the company.

 This single platform allows consumers to use their preferred channels to reach customer service or other departments, such as marketing or corporate communications. The suite includes reporting and analytic applications that allow enterprises to improve customer service and drive social interactions based on the latest engagement trends.

 “To stay competitive as one of the largest contact center service providers in Chile and Perú, we need to enable our customers to access the new ways consumers now reach them for support, including social media interactions,” said Guillermo Rivera, technology and development manager at Entel Call Center, in a statement. “With Genesys Social Engagement, we will have the tools to move in that direction and so continue giving our customers the best service.”

“The train has left. Organizations must put together a social business strategy that meets their business objectives, matches their organizational culture, and provides the right level of technological support” said Ray Wang, principal analyst and CEO at Constellation Research Group, in a statement. “Not all organizations can and will adopt social business. However, those that succeed will leapfrog their competition with a disruptive technology and business model for 2011 and beyond.”

Wang’s statement echoes the Gartner Magic Quadrant for CRM Customer Service Contact Centers in April 2010: "By 2013, at least 35 percent of customer service centers will integrate some form of community/social capabilities as a part of the contact center solution," Gartner analysts stated in the report.

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