Comments
yourfanat wrote: I am using another tool for Oracle developers - dbForge Studio for Oracle. This IDE has lots of usefull features, among them: oracle designer, code competion and formatter, query builder, debugger, profiler, erxport/import, reports and many others. The latest version supports Oracle 12C. More information here.

2008 West
DIAMOND SPONSOR:
Data Direct
SOA, WOA and Cloud Computing: The New Frontier for Data Services
PLATINUM SPONSORS:
Red Hat
The Opening of Virtualization
GOLD SPONSORS:
Appsense
User Environment Management – The Third Layer of the Desktop
Cordys
Cloud Computing for Business Agility
EMC
CMIS: A Multi-Vendor Proposal for a Service-Based Content Management Interoperability Standard
Freedom OSS
Practical SOA” Max Yankelevich
Intel
Architecting an Enterprise Service Router (ESR) – A Cost-Effective Way to Scale SOA Across the Enterprise
Sensedia
Return on Assests: Bringing Visibility to your SOA Strategy
Symantec
Managing Hybrid Endpoint Environments
VMWare
Game-Changing Technology for Enterprise Clouds and Applications
Click For 2008 West
Event Webcasts

2008 West
PLATINUM SPONSORS:
Appcelerator
Get ‘Rich’ Quick: Rapid Prototyping for RIA with ZERO Server Code
Keynote Systems
Designing for and Managing Performance in the New Frontier of Rich Internet Applications
GOLD SPONSORS:
ICEsoft
How Can AJAX Improve Homeland Security?
Isomorphic
Beyond Widgets: What a RIA Platform Should Offer
Oracle
REAs: Rich Enterprise Applications
Click For 2008 Event Webcasts
SYS-CON.TV
Today's Top SOA Links


SoCoCare Launches Social Engagement for Customer Care Offering

BONITA SPRINGS, FL -- (Marketwire) -- 02/11/13 -- @ Customer Response Summit 5 -- SoCoCare™, a leading provider of cloud-based customer service software, today announced the launch of Social CIM™ (Customer Interaction Management), an all-in-one social engagement for customer care offering.

Social CIM has been developed specifically for customer care agents, supervisors and managers whose main focus is providing customer care over multiple social channels. The cloud-based offering rolls-up listening, engagement and social analytics into a comprehensive, all-in-one package for professional customer care teams. The system handles Twitter, Facebook, LinkedIn, RSS feeds, Blogs and articles.

"Social CIM creates a command center for customer care across multiple social channels," says Dan Miller, Senior Analyst at Opus Research. "SoCoCare takes an all-in-one approach that features a user-friendly dashboard with rich KPI and SLA analytics for both agents and supervisors. The emphasis on agent productivity has great promise for companies taking on the challenges of comprehensive customer care for social channels."

"Social CIM signals the end of the first generation single-feature social customer care tools, which have to be integrated to all work together," says Ed Margulies, COO and co-founder of SoCoCare. "Now the pain of sourcing NLP (Natural Language Processing), decisioning, network aggregation, listening, analytics, and influence tools is gone. Instead, Social CIM provides everything you need for your social engagement for customer care needs."

Spam Elimination
One of the biggest problems vexing social customer care teams is the existence of non-relevant or non-actionable social posts. In fact, some social care agents spend 50 percent or more of their time reading and characterizing posts as spam. Historically, the solution to this problem was to cobble-on third party NLP tools to attempt to sort out spam. With Social CIM, a self-learning spam elimination component is built-in. Now, agents are able to filter out non-actionable items, thus saving each agent hours of wasted time every day. The system automatically trains based on user input so it gets more accurate in its spam elimination over time.

Social Analytics for Customer Care
Social CIM offers role-based analytics that help agents, supervisors and analysts be more effective at doing their job. The system provides agent dashboards for self-KPIs (Key Performance Indicators), comparisons to workgroup peers, Real-Time supervisory KPI statistics, and extensive SLA (Service Level Agreement) dashboards for each profile, cluster, workgroup and social feed. The supervisory dashboards provide rich data and metrics that can improve agent workflow, productivity, and decision-making.

Author Search and Conversation Threading
Social CIMs search capabilities allow agents to quickly scan a social author's history by conversation thread, showing all previous interactions over time. This avoids the problem of multiple agents contradicting each other in what they say or do for a customer.

Automatic Prioritization of Social Posts
Using built-in NLP and Decisioning technology, Social CIM has the ability to automatically tag and prioritize social posts based on attributes such as sentiment, influence, and topical relevancy. These attributes are used to create automatic triggers for prioritization, which not only saves agents time but also enables agents to quickly respond to those who matter most. Agents also benefit from pre-scripted "Next Best Actions" that provide recommendations on exactly what to do or offer to a customer depending on these decisioning triggers.

About SoCoCare
SoCoCare is part of the Hyfiniti portfolio of cloud-based customer care offerings including InAppCare (Mobile Customer Care) and Hold-Free Networks (Callback and Queue Management). SoCoCare products are developed to deliver a more dignified customer service experience over social channels. The company was founded by a group of contact center and cloud-offering professionals who understand today's socially connected, smartphone savvy, and generally demanding customer.

Add to Digg Bookmark with del.icio.us Add to Newsvine

SoCoCare Media Contact:
Sarah Rolfing
Email Contact
Tel: 949.201.9377
www.sococare.com

About Marketwired .
Copyright © 2009 Marketwired. All rights reserved. All the news releases provided by Marketwired are copyrighted. Any forms of copying other than an individual user's personal reference without express written permission is prohibited. Further distribution of these materials is strictly forbidden, including but not limited to, posting, emailing, faxing, archiving in a public database, redistributing via a computer network or in a printed form.

Web 2.0 Latest News
I'll be heading to Southeast Asia immediately following our upcoming @CloudExpo @ThingsExpo in Santa Clara. I'll rekindle some previous business relationships I had when I lived in the region in 2009-2012. I'll also investigate new ways to bring the messages of socio-economic growth th...
On August 28th, Samsung and LG announced their latest generation of smartwatches in separate press releases. The Samsung report flaunts its Gear S, a smartwatch with a curved screen that measures a full two-inches long. Capabilities of the watch include providing notifications from soc...
My favorite writer, Gil Press, sums it up with, “It’s Official: The Internet Of Things Takes Over Big Data As The Most Hyped Technology” where he talks about how Gartner released its latest Hype Cycle for Emerging Technologies, and how big data has moved down the “trough of disillusion...
Internet of @ThingsExpo Silicon Valley announced today its first 20 all-star speakers and sessions for its upcoming event, which will take place November 4-6, 2014, at the Santa Clara Convention Center in Silicon Valley. @ThingsExpo, the first and largest IoT event in the world, debute...
Last week I was both learning and speaking at the The Internet of @ThingsExpo in New York City. I taught a session on the subject of IoT, Code Halos and Digital Transformation Strategies. Then I had the privilege of interviewing Microsoft's mobile and IoT guru Nick Landry (Twitter @Act...
Subscribe to the World's Most Powerful Newsletters
Subscribe to Our Rss Feeds & Get Your SYS-CON News Live!
Click to Add our RSS Feeds to the Service of Your Choice:
Google Reader or Homepage Add to My Yahoo! Subscribe with Bloglines Subscribe in NewsGator Online
myFeedster Add to My AOL Subscribe in Rojo Add 'Hugg' to Newsburst from CNET News.com Kinja Digest View Additional SYS-CON Feeds
Publish Your Article! Please send it to editorial(at)sys-con.com!

Advertise on this site! Contact advertising(at)sys-con.com! 201 802-3021




SYS-CON Featured Whitepapers
ADS BY GOOGLE