Capgemini launches SMM service for enterprises

BANGALORE, INDIA: Capgemini Group, a provider of consulting, technology and outsourcing services, on Thursday launched a new comprehensive Social Media Management service (SMM), to help businesses take advantage of online social interactions.

Capgemini Consulting's social media solution, - Social Insight into Action - provides consulting expertise to transform a business' systems and processes, turning the insights from social media monitoring into actions that include operational improvement, process redesign, customer segmentation strategy, social CRM strategy and multi-channel strategy, said a press release.

Also read: Social media an asset for businesses

The company has partnered with Attensity, a provider of text analytics solutions for Customer Experience Management, to offer an end-to-end managed service to deliver analysis, insight and customer engagement.

Attensity provides the social media monitoring through its Attensity 360 platform, deeper analytics and analysis and insight through Attensity Analyze and social media interaction through Attensity Respond. It also provides text analytics, language processing and integration with business intelligence tools.

The SMM service is part of a wider drive from Capgemini into the social media space and complements Capgemini will draw on its global footprint and Rightshore delivery model to provide a service which will be delivered via onshore, nearshore and offshore through command centers in Guatemala City, Dallas and Bangalore.

Also read: Social networking a major business tool, says survey 

These social media conversations can be acted on in real time via integration to Capgemini's onshore and offshore Customer Interaction centers. Capgemini has already delivered pilots and early stage programs of Social Media Management with 20 customers across telecommunications, gaming, manufacturing and the consumer goods sectors.

Paul Cole, VP for BPO Customer Operations at Capgemini, said, “Capgemini's Social Media Management solution allows us to have a positive impact on customers in this emerging space. Most businesses recognize that social media has the potential for generating tremendous value for the business; be it for marketing, sales or customer service, yet many are unaware of how to best use their company's assets to effectively operate within this channel.”

“We're very excited that Capgemini has endorsed Attensity as the foundation of its service and is partnering with us,” said Ian Bonner, CEO of Attensity. “Capgemini's global team provides customers with world-leading implementation services. We're delighted to team with them to enable optimal business processes to understand customer sentiment, issues and opportunities online and to leverage those insights through business alerts, reporting and engagement.”

According to Gartner Inc., spending on social software to support sales, marketing and customer service processes will exceed $1 billion worldwide by 2012.