The Social media platforms in customer care: integrating tools from multiple vendors Order report by calling ReportsnReports.com at +1 888 391 5441 OR send an email on sales@reportsandreports.com with Social media platforms in customer care in subject line and your contact details. CSPs have a chance to make social media a primary channel for customer care because vendors are offering an increasing number of tools with multiple capabilities. For communications service providers (CSPs) that are integrating social media tools into customer care operations, very few vendors provide an omni-channel customer care architecture that includes social media as a channel. Therefore, CSPs must integrate multiple tools if they are to create a complete ‘social platform' solution. This report recommends different approaches that software vendors of all sizes and CSPs can take to enable CSPs to deploy integrated omni-channel social media solutions. Request for Sample @ http://www.reportsnreports.com/contacts/RequestSample.aspx?name=417270.
This Strategy Report:
discusses how CSPs can integrate social media into the overall customer lifecycle considers the new functions that are most compelling in social media customer care solutions examines the approach that vendors can take to making a social media channel available to their CSP clients provides two operator use cases and six vendor profiles.
Company Coverage Amdocs, Attensity, Brand Embassy, Conversocial, DiGi Telecommunications, Hootsuite Media, Lithium Technologies/Klout, NetBase Solutions, Oracle, Redknee, Salesforce, SAP, TMobile
Social media has the potential to be a primary channel in customer care operations The social media channel has many aspects, and integrating them into CSPs’ operations will release its full potential The Social media platforms in customer care: integrating tools from multiple vendors
The most compelling use cases can only be supported by social media solutions that integrate the functionality of multiple tools Recommendations Integrating multiple social media functions CSPs consider social media to be an important channel for customer care Social media is evolving to offer comprehensive customer care functionality Social media is rapidly evolving to encompass most major customer care functions CSPs need to deploy a multi-vendor solution to offer customer support and increase revenue For CSPs to support the most compelling use cases, they must integrate information and functionality from multiple social media tools Inquire for Discount @ http://www.reportsnreports.com/contacts/Discount.aspx?name=417270.
Deployment as an additional new channel CSPs need to deploy social media as a separate channel in order to garner early benefits Integrating social media solutions using APIs and cloud-based delivery supports quick deployment for CSPs Best in breed today, integrated tomorrow The social media systems sector is a developing market in which smaller innovative vendors are able to compete with larger established players Vendors need to partner with other vendors to offer a complete 'social platform' solution for CSPs Vendors’ social media solution assessment Recommended near-term multi-vendor social media system architecture Longer-term integrated omni-channel customer care architecture will incorporate the full set of social channel functions Appendix Use cases Vendor classification Vendor snapshots About the authors and Analysys Mason
The Social media platforms in customer care: integrating tools from multiple vendors
Complete report is spread across 38 pages and available @ http://www.reportsnreports.com/reports/417270-the-social-media-platforms-incustomer-care-integrating-tools-from-multiple-vendors.html. List of Figures Figure 1: Evolution and value of a channel that integrates social media tools into a CSPs’ multi-channel customer care architecture Figure 2: Social media tool requirements for specific use cases Figure 3: An integrated ‘social platform' solution Figure 4: The components of social media Figure 5: The evolution of social media as a channel for customer care Figure 6: Advantages and benefits of an integrated solution Figure 7: Mapping of social media functions to the tool requirements Figure 8: Social media channel deployment using APIs and enablement platform Figure 9: Social media tool cloud-based delivery model Figure 10: Market maturity curve Figure 11: Pre-integrated social media tools in a complete ‘social platform' solution Figure 12: Assessment of social media solutions available from vendors Figure 13: Cloud-based, integrated social media solution implemented in the near term using an API enablement and integration layer connected to the legacy customer care system Figure 14: Transformed BSS architecture with enablement layer, social media channel and analytics systems Figure 15: SAP HANA enterprise cloud Figure 16: Digi Telecommunications’ WeChat service account
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The Social media platforms in customer care: integrating tools from multiple vendors