PALO ALTO, CA — (Marketwired) — 10/03/13 — HP (NYSE: HPQ) Enterprise Services today announced new and enhanced services that support enterprises in their efforts to connect with customers via social media channels all while improving the bottom line.
The rapid adoption of social media has generated new opportunities for enterprises to gain a deeper understanding of customer patterns and behavior. At the same time, it brings new challenges as organizations struggle to analyze the resulting unstructured data, such as tweets, blog postings and forums, which is more complex than traditional, structured data. Organizations that are not equipped to analyze this information miss out on valuable insights that can drive a competitive advantage.
“Social media can make or break a company and its brand — organizations that do not have the capabilities to monitor and engage in the conversations are letting valuable insights and opportunities pass them by with every tweet, blog posting and status update,” said Danila Meirlaen, vice president, Business Process Outsourcing, Enterprise Services, HP. “With HP-s market-leading expertise in customer engagement, organizations can confidently take the leap into social media and turn these insights into action.”
The new , powered by , a multichannel analytics product and , supports enterprises to quickly integrate social customer relationship management (CRM) capabilities into their current environment. Through these services, clients can connect their enterprise to the social web and have the capability to respond to customers in the channel they prefer. As a result, organizations are better positioned to provide exemplary customer service, while attracting new customers and retaining existing ones.
HP CEM Services – Social encompasses three graduated services to enable clients to engage with their customers and influencers across the internet, social networks and digital channels.
Social media analysis allows clients to gain actionable information and insights into existing and potential customers. As a result, clients can accelerate the identification of conversations about their organization that signal opportunity to improve or extend their brand. The service introduces the Social Command Center for clients to have a 24/7 view to a “social media dashboard” that displays trends in volume, topics and sentiment. As a result, clients can accelerate the identification of conversations about their brand and gather vital information to drive business decisions.
The second level — engagement services — categorizes and prioritizes individual social media mentions according to predefined business rules and then routes customers accordingly for required actions. With this service, HP contact center agents act as an extension of the client-s brand, engaging with customers on social networks. Mentions also can be routed within the enterprise, enabling customers to experience a meaningful dialogue with the right company personnel based on the context of their mention.
The third level of service — enterprise analytics — creates a single, holistic customer view by linking individuals in social media channels to the Conversation Hub. The customer 360 view, coupled with near-real-time data mining for keywords and contextual meaning, enables targeted one-to-one customer engagement. HP also offers trend analysis to identify marketing and operations recommendations. As a result, clients collaboratively design and execute individualized service treatment that support improvements to the bottom line.
Additional information about HP CEM Services – Social is available at .
HP Customer Engagement Management (CEM) Services – Social is available immediately worldwide with pricing based on subscription type.
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