Lithium partners with Genesys to beef up community customer support
Posted by Neil Davey in Social CRM, Technology on Fri, 14/05/2010 - 10:39
Tweet
After building out its community insight capability with the acquisition of Scout Labs last week, social CRM firm Lithium Technologies has moved to beef up the customer support side of its offering.
Partnering with Alcatel-Lucent’s Genesys, a supplier of enterprise software, Lithium will integrate its community platform and Genesys’ Customer Service Software.
The combination will enable agents to monitor and address customer issues outside of the traditional contact centre, gaining a better understanding of the conversations that are taking place across the customer community and engaging with them.
One of the most attractive propositions of Lithium’s communities is the opportunity to reduce customer support costs, with the social CRM firm suggesting recently that Linksys from Cisco has been able to deflect 1.4m call on their support community, saving around $10m a year on support costs.
More...
To read the rest of the article you'll need to register a free MyCustomer.com account
With your free account you'll have access to all the articles, get downloads from our extensive library quickly, receive weekly CRM technology and strategy email bulletins and it only takes a minute to set one up,
click here to register
If you're already a member and have forgotten your details click here for a reminder
- login or register to post comments
- Add to a social bookmarking site
