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The Social media platforms in customer care: integrating tools from multiple vendors

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Social media is becoming a valuable way for communications service providers (CSPs) to communicate with their customers, but no single vendor provides all of the social media functions required for a complete solution. This report looks at how CSPs are integrating social media tools into customer care operations.

 About this report
 Executive summary
 Social media has the potential to be a primary channel in customer care operations
 The social media channel has many aspects, and integrating them into CSPs’ operations will release its full potential
 The most compelling use cases can only be supported by social media solutions that integrate the functionality of multiple tools
 Recommendations
 Integrating multiple social media functions
 CSPs consider social media to be an important channel for customer care
 Social media is evolving to offer comprehensive customer care functionality
 Social media is rapidly evolving to encompass most major customer care functions
 CSPs need to deploy a multi-vendor solution to offer customer support and increase revenue
 For CSPs to support the most compelling use cases, they must integrate information and functionality from multiple social media tools
 Deployment as an additional new channel
 CSPs need to deploy social media as a separate channel in order to garner early benefits
 Integrating social media solutions using APIs and cloud-based delivery supports quick deployment for CSPs
 Best in breed today, integrated tomorrow
 The social media systems sector is a developing market in which smaller innovative vendors are able to compete with larger established players
 Vendors need to partner with other vendors to offer a complete social platform solution for CSPs
 Vendors’ social media solution assessment
 Recommended near-term multi-vendor social media system architecture
 Longer-term integrated omni-channel customer care architecture will incorporate the full set of social channel functions
 Appendix
 Use cases
 Vendor classification
 Vendor snapshots
 About the authors and Analysys Mason


List Of Figures

 Figure 1: Evolution and value of a channel that integrates social media tools into a CSPs’ multi-channel customer care architecture
 Figure 2: Social media tool requirements for specific use cases
 Figure 3: An integrated ‘social platform solution
 Figure 4: The components of social media
 Figure 5: The evolution of social media as a channel for customer care
 Figure 6: Advantages and benefits of an integrated solution
 Figure 7: Mapping of social media functions to the tool requirements
 Figure 8: Social media channel deployment using APIs and enablement platform
 Figure 9: Social media tool cloud-based delivery model
 Figure 10: Market maturity curve
 Figure 11: Pre-integrated social media tools in a complete ‘social platform solution
 Figure 12: Assessment of social media solutions available from vendors
 Figure 13: Cloud-based, integrated social media solution implemented in the near term using an API enablement and integration layer connected to the legacy customer care system
 Figure 14: Transformed BSS architecture with enablement layer, social media channel and analytics systems
 Figure 15: SAP HANA enterprise cloud
 Figure 16: Digi Telecommunications’ WeChat service account


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Reports Details

Published Date : Mar 2015
No. of Pages :38
Country :Global
Category :Information Technology
Publisher :Analysys Mason Limited
Report Delivery By :Email
Report Delivery Time :12 to 24 hours after placing the order.

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