HP connects customers to enterprise via seamless integration of social media

GURGAON, INDIA: HP Enterprise Services has 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 rapid adoption of social media has generated new opportunities for enterprises to gain a deeper understanding of customer patterns and behavior. At the same time, it brings new challenges as organizations struggle to analyze the resulting unstructured data, such as tweets, blog postings and forums, which is more complex than traditional, structured data. Organizations that are not equipped to analyze this information miss out on valuable insights that can drive a competitive advantage.

"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 Arindam Dutta, head-Global Business Analytics & Asia Business Services, HP. "With HP's market-leading expertise in customer engagement, organizations can confidently take the leap into social media and turn these insights into action."

The new HP Customer Engagement Management (CEM) Services - Social, powered by HP Explore, a multichannel analytics product and HP Intelligent Data Operating Layer (IDOL), supports enterprises to quickly integrate social customer relationship management (CRM) capabilities into their current environment.

Through these services, clients can connect their enterprise to the social web and have the capability to respond to customers in the channel they prefer. As a result, organizations are better positioned to provide exemplary customer service, while attracting new customers and retaining existing ones.