Cisco SocialMiner

Cisco SocialMiner - Software which helps the companies to find the existing and new customers and to interact with them in the anticipatory mode, using for this purpose social networks of the general access, such as Twitter and Facebook and also other public forums and blogs. Updating of statuses and emergence of new messages in blogs and at forums is monitored in real time. At the same time the software right there announces the company the discussions concerning its trademarks. The solution Cisco SocialMiner not only allows to perform monitoring of social networks on the Internet using "smart" functions, but also helps to establish customer relation, needing these or those services.

According to Nielsen analytical company, each hour on Twitter appears more than one million new messages, and 34 percent of the Americans having Internet access use services of Facebook, Twitter and other social networks for obtaining information on products, the companies and trademarks. As on social networks more and more discussions are conducted, it is very important to companies to know opinion of their customers to have an opportunity quickly to react to requests of the general character, to correct errors in the system of customer service and to uphold reputation of the brand.

The companies of the whole world use Cisco technology for contact centers (Cisco Contact Center) which are daily processing millions of user addresses by phone, video, e-mail and also in chats and other web systems. Social networks endure the period of rapid growth, but in business they are still used occasionally, not systemically and in the limited order which is not allowing scaling. The rich experience of Cisco in the field of high-quality services and scaling of networks allows this company to propose to business the solution of a corporate class for work with customers using social networks in the anticipatory mode.

Besides, Cisco announced the desktop system for Cisco Finesse joint work working on Web 2.0 technology. This system intended for work with customers displays the specialist all necessary information that allows to service the customer quicker and better. Cisco Finesse reduces current costs of the companies and increases the number of the satisfied customers. Cisco dated these declarations for emergence in the market of the new multimedia network platform with functions of record, reproduction, support of video flows and information storages, including audio, video and extensive metadata. This solution creates an effective and economic basis for record, storage and search of the written negotiations with customers for the subsequent analysis.

The Cisco software package for joint work with customers (Cisco Customer Collaboration) includes the following products:

• Cisco SocialMiner. Functions of monitoring of social networks, creations of queues and worker threads allow to classify messages of customers on social networks and to deliver these messages to the customers specialists that allows the company to answer in real time to the customer through network to which it is connected.
  • The functionality of Cisco SocialMiner will bring many benefits and to individual users. The companies will be able quickly to give answers to user queries in that place and when it is necessary for the customer. Besides, users will receive useful services and information from the companies, without spending time for independent search of the necessary data on corporate websites.
  • Users will be able to manage security of the personal data on social networks using voluntary acceptance or rejection of certain functions (opt-in/opt-out).
  • Anticipatory customer interaction will help the companies to strengthen quickly the relations with users, to warn the possible problems related to users and products, to create new opportunities for sales and to have an impact on reputation of the brand.
  • The staff of division of consumer products of Cisco, including developers of the video solutions Cisco Flip™, use the software of Cisco SocialMiner for customer interaction in the environment of social networks.
  • Cisco Finesse. This new solution combines traditional functions of contact centers with functionality of the social network solution of a corporate class of Cisco QuadTM. This solution based on architecture of Web 2.0 with software agents will allow the companies to implement technology of joint work and corporate applications and also to provide to operators of contact centers necessary tools for high-quality customer interaction.
  • Record of multimedia data (rich media capture). Operators of contact centers will be able to write all negotiations with clients for the subsequent listening and the analysis. Access to these data can be provided using different applications with simple interfaces that allows to simplify architecture, to cut down expenses and to provide optimal scalability of corporate solutions. The ecosystem where the companies can obtain information on problems which customers face is as a result created, to aim specialists at the fast solution of first-priority problems, to increase labor productivity of call center operators and to increase the level of satisfaction of customers.