Capgemini Launches Social Media Mgmt Service

Capgemini Group, the provider of consulting, technology and outsourcing services, has launched a new comprehensive Social Media Management service, to help businesses take advantage of online social interactions. Responding to the vast growth in social media volumes, Capgemini has created a customisable all-in-one solution to offer real-time web listening, analysis and customer outreach. Importantly, these social media conversations can be acted on in real time via integration to Capgemini’s onshore and offshore Customer Interaction centers. The feedback can then be used directly to modify processes, optimise marketing campaigns and improve the overall customer experience; ultimately leading to accelerated growth and increased ROI.

Capgemini’s Social Media Management service makes use of its experience in customer insight management together with its process management expertise. Partnering with Attensity, the leading provider of text analytics solutions for Customer Experience Management, it offers an end-to-end managed service to deliver analysis, insight and customer engagement. Attensity provides best of breed 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.

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. This service, with its distributed delivery model, will help drive cost efficiencies while also bringing the added benefits of multilingual and localised services.

The service is part of a wider drive from Capgemini into the social media space and complements Capgemini Consulting’s social media solution called ‘Social Insight into Action’. This solution provides consulting expertise to transform a business’s 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.

“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.”