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The company has launched 'Community as a Strategy', a suite of social CRM services that can capture customer insights from social media sites.
Affiliated Computer Services, Inc. (ACS), a Xerox Company, has announced its new Social CRM suite of services. Called 'Community as a Strategy', ACS claims its new social CRM solution incorporates all aspects of the call center customer lifecycle – including sales, service and analytics - into a social CRM solution. The social services combines social media marketing, consulting, agent-assisted and automated social media monitoring, as well as CRM reporting to proactively connect with customers before they contact the company.
"Community as a Strategy leverages advanced analytical technology to scour the Internet to find references about an organization and then aggregates those conversations from blogs and other social networks into a centralized database and reporting dashboard for review and possible action by call center agents. Organizations can then develop a social media strategy for call centers that will help cut costs and increase revenues through reduced call and e-mail volumes, increased first contact resolution, extended customer relationships and improved lead conversion rates.
"ACS is one of the first global outsourcers to incorporate all aspects of the call center customer lifecycle – sales, service and analytics - into a social CRM solution. Community as a Strategy combines social media marketing, consulting, agent-assisted and automated social media monitoring, CRM reporting and data integration technology enabling companies to proactively connect with customers before they contact the company."
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