Mobile Early Social Warning Solution Honored for Exceptional Innovation
LAS VEGAS, NV-- SoCoCare and InAppCare, part of the Hyfiniti portfolio of companies, announced today that their combined Mobile Social Early Warning Solution™ has received a 2012 Communications Solutions Product of the Year Award from TMC and the editors of INTERNET TELEPHONY and CUSTOMER magazines.
SoCoCare's Social Early Warning System integrates tightly with InAppCare's Mobile Care Solution to form an "early warning" system that connects customers to customer care agents in real time before big problems "go viral" on social networks. The system uses drop-in sentiment feedback widgets for mobile devices and an agent dashboard providing a real time channel for customers who need help. This arrangement allows enterprises to capture instant feedback using verbatim quotes in addition to standard feedback metrics such as "likely to recommend" scores and happy-to-sad sentiment scales.
The combined SoCoCare/InAppCare solution uses built-in Natural Language Processing and Business Rules engines to provide automatic prioritization and routing of mobile customer feedback to the best agent. In addition, agents are given automated assistance on actionable feedback in the form of knowledge base and next best action scripts.
"We are honored to receive this award for exceptional innovation from TMC," said Hyfiniti CEO Lance Fried. "Our passion is a more dignified and superior customer service experience. This real time feedback loop between mobile users and the enterprise means a more proactive approach to customer service, with the added benefit of keeping sensitive content from going viral."
"The products and services selected for the prestigious Communications Solutions Product of the Year Award represent some of the most exceptional social and mobile care innovations this industry has in quite some time," said Rich Tehrani, TMC CEO. "It is my pleasure to recognize SoCoCare with this honor as they have proven that they deserve to be considered to be among the social customer care industry's elite."
Winners of the Communications Solutions Product of the Year Award were announced via press release.
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 as both a stand-a-lone solution or as an integrated solution with partners such as Salesforce.com Service Cloud, Telligent Community & Enterprise and inContact Cloud Contact Centre solutions. 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. Learn more at www.sococare.com.
TMC is a global, integrated media company that supports clients' goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, M2M Evolution, Customer, and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by as many as 1.5 million unique visitors monthly. TMC produces a variety of trade events, including ITEXPO, the world's leading B2B communications event, as well as industry events: 3D Printing Conference & Expo; Asterisk World; AstriCon; (CVx) ChannelVision Expo; Cloud4SMB Expo; DevCon5 - HTML5 & Mobile App Developers Conference; M2M Evolution Conference & Expo; Mobile Commerce Zone Conference & Expo; SecureIT; StartupCamp; Super Wi-Fi Summit; SIP Trunking-Unified Communications Seminars; Wearable Tech Conference & Expo; WebRTC Conference & Expo; and more. Visit TMC Events for additional information.