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Cisco Software Suite Aids Businesses in Upping Customer Satisfaction

November 04, 2010

Cisco launched a customer collaboration software suite that includes Cisco (News - Alert) Social Miner, Cisco Finesse and Rich media capture. This software suite aims at helping businesses increase customer satisfaction.

The Cisco Social Miner software helps companies in finding and responding to customers conversing through social media networks such as Twitter, Facebook (News - Alert) and other public blogging sites. The companies can alert their conversations linked to their brands by monitoring the status updates, forum posts or blogs given by customers. Added to its credit, the software helps in serving the customers.

Cisco Finesse, part of the customer collaboration software suite is a Web 2.0 collaboration desktop for customer care representatives. It places all the information they require in a single, modifiable arena enabling them to serve callers with high accuracy and speed, thereby helping the enterprises to lower the operational costs and raise the number of satisfied customers.

Another member of the customer collaboration software suite is the network-based rich media capture platform. It helps in recording, playback, live streaming and storage of media, both audio and video with rich recording metadata. This platform can be said as a well-organized, cost-effective foundation to capture and preserve conversations for business needs.

Commenting on the announcements Petter Etholm, CEO of Zone labs, said "Since a combined focus on customer service and product quality are at the core of our success, we chose Cisco Social Miner to launch the Zone social media engagement initiative to enhance our interactions with Zone customers."

Andy Dignan, senior manager of unified communications, stated, "Cisco Finesse provides significant value to customers looking to modernize their agent desktop applications by incorporating Web 2.0 technologies and enterprise mashup capabilities to simplify agent interactions and back-end integrations,"

With Cisco's new network-based recording platform, customers have access to rich media like never before. Leveraging the network for capturing not only voice calls but also video traffic opens up a world of applications, such as real-time analytics, that have not been viable before, added Dignan.

Last month, Cisco introduced a high-density, economical line card named uBR-MC3GX60V (3G60) Broadband Processing Engine, for its flagship uBR10012 Universal Broadband Router and Cable Modem Termination System.


Vinti Vaid is a contributing editor for TMCnet. To read more of Vinti's articles, please visit her columnist page.

Edited by Tammy Wolf

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