Sosiale medier skaper behov for nye analyseverktøy

Tradisjonell kundebehandling er like lenger nok; nå må teleoperatørene også behandle strømmer av kundedata fra sosiale medier, skriver Shagun Bali i Ovum.

Telcos have traditionally used CRM to manage customer interactions at their call centers, but today, with non-traditional channels of customer contact becoming increasingly popular, it is critical for telcos to integrate traditional CRM data with data from a wide range of web-based interactions.These include chat, email exchanges, and customer comments on social media platforms such as Facebook, Twitter, and blogs. Enhanced data mining and analytics tools are evolving toward a new solution categ

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