Research & Insight

Research & Insight

social CRM

What to Outsource in the 24×7 Marketing Age

Outsourcing Center, Karthik Nagendra, Business Writer

The digital age has changed customer DNA forever. They have no patience with 9 to 5 and they’re shredding the concept of after-hours and weekends. They have a voice, and that voice demands to be heard whenever, wherever. Enter outsourcing social media marketing. Working hours, what’s that? Banks—previously such strict observers of “working hours” all …

Beyond Automation: The Importance of Human Analytics in Social Media Monitoring

Anand Chopra, Ph.D., Research & Analytics, Wipro BPO

Mobile networking. Online games. Social computing. As personal and professional worlds collide, social media is generating huge amounts of unstructured data that’s brimming with business insights — from consumer preferences to competitor activities. That’s why many companies are using social media monitoring tools to “listen” to these conversations. These automated tools — from firms such …

Parature Becomes the First CRM Service Provider to Offer a Facebook App

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Parature, a SaaS provider in the customer relationship management space, has collaborated with Facebook to develop a new application specifically for the site. It allows users to engage with customers directly on the Facebook page and creates the ability to provide direct support from the Facebook wall. Here’s how it works.

New Contact Center Management Solution Enables Social CRM, Streamlines Processes, and Ensures Cost-Effective Flexibility

Outsourcing Center, Kathleen Goolsby, Senior Writer

Today’s contact centers drive revenue and build customer relationships. Management of processes in those centers (whether outsourced, hybrid, or internal centers) is now easier and less costly using VContactCenter. This new CRM solution also facilitates capturing and managing data from social media such as Twitter, makes it easy to segment data, and provides multi-language yet standard capabilities for globalization.

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