HP Adds Social Media to Customer Engagement Management (CEM) Services

HP 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 new HP Customer Engagement Management (CEM) Services-Social, powered byHP Explore, a multichannel analytics product, and HP Intelligent Data Operating Layer (IDOL), supports enterprises looking to integrate social CRM into their current environments. Through these services, clients can connect their enterprise to the social Web and respond to customers in the channel they prefer.

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. They are as follows:

The first level 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 brands 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, 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 supports improvements to the bottom line.

"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 of business process outsourcing in HP's Enterprise Services division, in a statement. "With HP's market-leading expertise in customer engagement, organizations can confidently take the leap into social media and turn these insights into action."

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