Archive for the 'Buzzient News' Category
July 15th, 2010 by dnomura
It’s been an exciting week with the announcement of our partnership with Interactive Intelligence. There’s been a great deal of interest and we’re looking forward to bringing our joint offering to customers. As the press release mentions, the combination of Buzzient Enterprise with Interactive Intelligence gives contact centers a way to take advantage of social media as an additional channel.
We’ve emphasized our integration with CRM applications quite a bit. But for many companies the first customer interaction is actually the contact center. Of course at some point during workflow, integrating social media posts with CRM applications for further action could come into play. Enabling the contact center to address the social channel as part of a multi-channel mix gives companies the opportunity to enhance their customer relationships without necessarily having to rely on a CRM system.
As a quick overview, Buzzient captures and analyzes social media posts according the customer’s requirements. Those meeting desired thresholds (e.g. sentiment rating, keywords, specific authors or sites) are forwarded to Interactive Intelligence Interaction Attendant for routing to agent queues according to the customer’s rules (and/or can be sent in an ad hoc manner.) Agents can then respond or take appropriate action on these posts.
Social media doesn’t need to be outside the contact center’s box any longer. Now social media can be routed and treated like email, chat, fax and phone.
June 22nd, 2010 by tbj
We’re speaking at the Oracle Retail CrossTalk conference this year. We’re humbled and proud to be a partner of Oracle, and enthusiastic about sharing our experiences with enterprise-class use of social media.
Retail is a logical vertical industry for social media applications; over 80% of US adults are on social media according to Forrester. In response, over 60% of retailers have implemented some sort of social media presence (Facebook, Twitter, MySpace). The real challenge is in monitoring consumer reaction to retail social media storefronts, and finding (a) a way to analyze the results and (b) and way to integrate the results with existing retail applications.
I’ll present my slides tomorrow after our speaking session, but look for more announcements from Buzzient in Retail, as well as with Oracle.
http://secure.lenos.com/lenos/emp/OracleCrossTalk2010/agenda.asp
May 3rd, 2010 by tbj
Buzzient was just written up in Techcrunch.
http://techcrunch.com/2010/05/01/advice-from-founders-who-bootstrapped-their-way-to-success-2/
The most important theme in this article IMHO, is customer focus. We at Buzzient realize that we’re nothing without our great customers. I wanted to say a quick word of “Thanks” to those companies such as Credit Suisse, Motley Fool, Perkin Elmer, Credit Suisse, Pace University and others who have chosen Buzzient!
March 5th, 2010 by tbj
Whew…things have been flying here at Buzzient, so much so that blog posting got pushed back. Just a few updates for our friends:
- 6 new customer signings, including a bulge bracket investment bank, leading life sciences infrastructure company, SEO/SEM Agency, University and others.
- Multiple new releases, including the Santa Release (Dec 09) as well as a new dashboard for monitoring top users in social media
What’s also great is that our message around combining social media with CRM applications finally seems to be taking hold. Analysts are now discussing Social CRM in everyday conversations, when 3 years ago we got the “RCA Dog Watching TV” look when describing this vision. Thanks to all our great employees, customers, partners and stakeholders for helping us get here!
More to come…
September 14th, 2009 by tbj
Ok, forgive me, but I did catch at least a bit of “Lord of the Rings” this weekend, purely by accident. Inherent to the plot of the trilogy is that one master Ring united all of the individual Rings of Power. Each individual Ring packed a wallop, but you really needed to pull them all together to make them coherent. In an obvious stretch of the analogy, what we’ve done at Buzzient is build that One Ring, to pull together all the myriad Rings into coherence(…I know, I’m bending things a bit, but stay with me here…;o)).
In the world of social media, we’re now seeing individual application companies build their own social media integration and analytics solutions. Companies such as Salesforce.com and RightNow have recently announced cloud-monitoring capabilities, designed to draw social media data into their applications. These solutions are fine for the one-app shop, but in reality complex enterprises have one of everything. So, you need One Ring..er…Application to unite them all. That’s what Buzzient Enterprise is all about. With one application, we can integrate social media data with Salesforce.com, SugarCRM, and now….(drum-roll…) Oracle CRM OnDemand !!!!
We’re already getting lots of interest, and we look forward to opening a sales office in the Shire very soon…;o)
