Welcome!

Containers Expo Blog Authors: Elizabeth White, Pat Romanski, Yeshim Deniz, Liz McMillan, Zakia Bouachraoui

News Feed Item

SoCoCare Launches Social Engagement for Customer Care Offering

BONITA SPRINGS, FL -- (Marketwire) -- 02/11/13 -- @ Customer Response Summit 5 -- SoCoCare™, a leading provider of cloud-based customer service software, today announced the launch of Social CIM™ (Customer Interaction Management), an all-in-one social engagement for customer care offering.

Social CIM has been developed specifically for customer care agents, supervisors and managers whose main focus is providing customer care over multiple social channels. The cloud-based offering rolls-up listening, engagement and social analytics into a comprehensive, all-in-one package for professional customer care teams. The system handles Twitter, Facebook, LinkedIn, RSS feeds, Blogs and articles.

"Social CIM creates a command center for customer care across multiple social channels," says Dan Miller, Senior Analyst at Opus Research. "SoCoCare takes an all-in-one approach that features a user-friendly dashboard with rich KPI and SLA analytics for both agents and supervisors. The emphasis on agent productivity has great promise for companies taking on the challenges of comprehensive customer care for social channels."

"Social CIM signals the end of the first generation single-feature social customer care tools, which have to be integrated to all work together," says Ed Margulies, COO and co-founder of SoCoCare. "Now the pain of sourcing NLP (Natural Language Processing), decisioning, network aggregation, listening, analytics, and influence tools is gone. Instead, Social CIM provides everything you need for your social engagement for customer care needs."

Spam Elimination
One of the biggest problems vexing social customer care teams is the existence of non-relevant or non-actionable social posts. In fact, some social care agents spend 50 percent or more of their time reading and characterizing posts as spam. Historically, the solution to this problem was to cobble-on third party NLP tools to attempt to sort out spam. With Social CIM, a self-learning spam elimination component is built-in. Now, agents are able to filter out non-actionable items, thus saving each agent hours of wasted time every day. The system automatically trains based on user input so it gets more accurate in its spam elimination over time.

Social Analytics for Customer Care
Social CIM offers role-based analytics that help agents, supervisors and analysts be more effective at doing their job. The system provides agent dashboards for self-KPIs (Key Performance Indicators), comparisons to workgroup peers, Real-Time supervisory KPI statistics, and extensive SLA (Service Level Agreement) dashboards for each profile, cluster, workgroup and social feed. The supervisory dashboards provide rich data and metrics that can improve agent workflow, productivity, and decision-making.

Author Search and Conversation Threading
Social CIMs search capabilities allow agents to quickly scan a social author's history by conversation thread, showing all previous interactions over time. This avoids the problem of multiple agents contradicting each other in what they say or do for a customer.

Automatic Prioritization of Social Posts
Using built-in NLP and Decisioning technology, Social CIM has the ability to automatically tag and prioritize social posts based on attributes such as sentiment, influence, and topical relevancy. These attributes are used to create automatic triggers for prioritization, which not only saves agents time but also enables agents to quickly respond to those who matter most. Agents also benefit from pre-scripted "Next Best Actions" that provide recommendations on exactly what to do or offer to a customer depending on these decisioning triggers.

About SoCoCare
SoCoCare is part of the Hyfiniti portfolio of cloud-based customer care offerings including InAppCare (Mobile Customer Care) and Hold-Free Networks (Callback and Queue Management). SoCoCare products are developed to deliver a more dignified customer service experience over social channels. The company was founded by a group of contact center and cloud-offering professionals who understand today's socially connected, smartphone savvy, and generally demanding customer.

Add to Digg Bookmark with del.icio.us Add to Newsvine

SoCoCare Media Contact:
Sarah Rolfing
Email Contact
Tel: 949.201.9377
www.sococare.com

More Stories By Marketwired .

Copyright © 2009 Marketwired. All rights reserved. All the news releases provided by Marketwired are copyrighted. Any forms of copying other than an individual user's personal reference without express written permission is prohibited. Further distribution of these materials is strictly forbidden, including but not limited to, posting, emailing, faxing, archiving in a public database, redistributing via a computer network or in a printed form.

IoT & Smart Cities Stories
Nicolas Fierro is CEO of MIMIR Blockchain Solutions. He is a programmer, technologist, and operations dev who has worked with Ethereum and blockchain since 2014. His knowledge in blockchain dates to when he performed dev ops services to the Ethereum Foundation as one the privileged few developers to work with the original core team in Switzerland.
DXWordEXPO New York 2018, colocated with CloudEXPO New York 2018 will be held November 11-13, 2018, in New York City and will bring together Cloud Computing, FinTech and Blockchain, Digital Transformation, Big Data, Internet of Things, DevOps, AI, Machine Learning and WebRTC to one location.
@DevOpsSummit at Cloud Expo, taking place November 12-13 in New York City, NY, is co-located with 22nd international CloudEXPO | first international DXWorldEXPO and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time t...
Charles Araujo is an industry analyst, internationally recognized authority on the Digital Enterprise and author of The Quantum Age of IT: Why Everything You Know About IT is About to Change. As Principal Analyst with Intellyx, he writes, speaks and advises organizations on how to navigate through this time of disruption. He is also the founder of The Institute for Digital Transformation and a sought after keynote speaker. He has been a regular contributor to both InformationWeek and CIO Insight...
When talking IoT we often focus on the devices, the sensors, the hardware itself. The new smart appliances, the new smart or self-driving cars (which are amalgamations of many ‘things'). When we are looking at the world of IoT, we should take a step back, look at the big picture. What value are these devices providing. IoT is not about the devices, its about the data consumed and generated. The devices are tools, mechanisms, conduits. This paper discusses the considerations when dealing with the...
CloudEXPO New York 2018, colocated with DXWorldEXPO New York 2018 will be held November 11-13, 2018, in New York City and will bring together Cloud Computing, FinTech and Blockchain, Digital Transformation, Big Data, Internet of Things, DevOps, AI, Machine Learning and WebRTC to one location.
Bill Schmarzo, Tech Chair of "Big Data | Analytics" of upcoming CloudEXPO | DXWorldEXPO New York (November 12-13, 2018, New York City) today announced the outline and schedule of the track. "The track has been designed in experience/degree order," said Schmarzo. "So, that folks who attend the entire track can leave the conference with some of the skills necessary to get their work done when they get back to their offices. It actually ties back to some work that I'm doing at the University of San...
Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settlement products to hedge funds and investment banks. After, he co-founded a revenue cycle management company where he learned about Bitcoin and eventually Ethereal. Andrew's role at ConsenSys Enterprise is a mul...
IoT is rapidly becoming mainstream as more and more investments are made into the platforms and technology. As this movement continues to expand and gain momentum it creates a massive wall of noise that can be difficult to sift through. Unfortunately, this inevitably makes IoT less approachable for people to get started with and can hamper efforts to integrate this key technology into your own portfolio. There are so many connected products already in place today with many hundreds more on the h...
DXWorldEXPO | CloudEXPO are the world's most influential, independent events where Cloud Computing was coined and where technology buyers and vendors meet to experience and discuss the big picture of Digital Transformation and all of the strategies, tactics, and tools they need to realize their goals. Sponsors of DXWorldEXPO | CloudEXPO benefit from unmatched branding, profile building and lead generation opportunities.