Comments
yourfanat wrote: I am using another tool for Oracle developers - dbForge Studio for Oracle. This IDE has lots of usefull features, among them: oracle designer, code competion and formatter, query builder, debugger, profiler, erxport/import, reports and many others. The latest version supports Oracle 12C. More information here.
Cloud Expo on Google News

2008 West
DIAMOND SPONSOR:
Data Direct
SOA, WOA and Cloud Computing: The New Frontier for Data Services
PLATINUM SPONSORS:
Red Hat
The Opening of Virtualization
GOLD SPONSORS:
Appsense
User Environment Management – The Third Layer of the Desktop
Cordys
Cloud Computing for Business Agility
EMC
CMIS: A Multi-Vendor Proposal for a Service-Based Content Management Interoperability Standard
Freedom OSS
Practical SOA” Max Yankelevich
Intel
Architecting an Enterprise Service Router (ESR) – A Cost-Effective Way to Scale SOA Across the Enterprise
Sensedia
Return on Assests: Bringing Visibility to your SOA Strategy
Symantec
Managing Hybrid Endpoint Environments
VMWare
Game-Changing Technology for Enterprise Clouds and Applications
Click For 2008 West
Event Webcasts

2008 West
PLATINUM SPONSORS:
Appcelerator
Get ‘Rich’ Quick: Rapid Prototyping for RIA with ZERO Server Code
Keynote Systems
Designing for and Managing Performance in the New Frontier of Rich Internet Applications
GOLD SPONSORS:
ICEsoft
How Can AJAX Improve Homeland Security?
Isomorphic
Beyond Widgets: What a RIA Platform Should Offer
Oracle
REAs: Rich Enterprise Applications
Click For 2008 Event Webcasts
SYS-CON.TV
Top Links You Must Click On


SoCoCare Launches Social Engagement for Customer Care Offering

BONITA SPRINGS, FL -- (Marketwire) -- 02/11/13 -- @ Customer Response Summit 5 -- SoCoCare™, a leading provider of cloud-based customer service software, today announced the launch of Social CIM™ (Customer Interaction Management), an all-in-one social engagement for customer care offering.

Social CIM has been developed specifically for customer care agents, supervisors and managers whose main focus is providing customer care over multiple social channels. The cloud-based offering rolls-up listening, engagement and social analytics into a comprehensive, all-in-one package for professional customer care teams. The system handles Twitter, Facebook, LinkedIn, RSS feeds, Blogs and articles.

"Social CIM creates a command center for customer care across multiple social channels," says Dan Miller, Senior Analyst at Opus Research. "SoCoCare takes an all-in-one approach that features a user-friendly dashboard with rich KPI and SLA analytics for both agents and supervisors. The emphasis on agent productivity has great promise for companies taking on the challenges of comprehensive customer care for social channels."

"Social CIM signals the end of the first generation single-feature social customer care tools, which have to be integrated to all work together," says Ed Margulies, COO and co-founder of SoCoCare. "Now the pain of sourcing NLP (Natural Language Processing), decisioning, network aggregation, listening, analytics, and influence tools is gone. Instead, Social CIM provides everything you need for your social engagement for customer care needs."

Spam Elimination
One of the biggest problems vexing social customer care teams is the existence of non-relevant or non-actionable social posts. In fact, some social care agents spend 50 percent or more of their time reading and characterizing posts as spam. Historically, the solution to this problem was to cobble-on third party NLP tools to attempt to sort out spam. With Social CIM, a self-learning spam elimination component is built-in. Now, agents are able to filter out non-actionable items, thus saving each agent hours of wasted time every day. The system automatically trains based on user input so it gets more accurate in its spam elimination over time.

Social Analytics for Customer Care
Social CIM offers role-based analytics that help agents, supervisors and analysts be more effective at doing their job. The system provides agent dashboards for self-KPIs (Key Performance Indicators), comparisons to workgroup peers, Real-Time supervisory KPI statistics, and extensive SLA (Service Level Agreement) dashboards for each profile, cluster, workgroup and social feed. The supervisory dashboards provide rich data and metrics that can improve agent workflow, productivity, and decision-making.

Author Search and Conversation Threading
Social CIMs search capabilities allow agents to quickly scan a social author's history by conversation thread, showing all previous interactions over time. This avoids the problem of multiple agents contradicting each other in what they say or do for a customer.

Automatic Prioritization of Social Posts
Using built-in NLP and Decisioning technology, Social CIM has the ability to automatically tag and prioritize social posts based on attributes such as sentiment, influence, and topical relevancy. These attributes are used to create automatic triggers for prioritization, which not only saves agents time but also enables agents to quickly respond to those who matter most. Agents also benefit from pre-scripted "Next Best Actions" that provide recommendations on exactly what to do or offer to a customer depending on these decisioning triggers.

About SoCoCare
SoCoCare is part of the Hyfiniti portfolio of cloud-based customer care offerings including InAppCare (Mobile Customer Care) and Hold-Free Networks (Callback and Queue Management). SoCoCare products are developed to deliver a more dignified customer service experience over social channels. The company was founded by a group of contact center and cloud-offering professionals who understand today's socially connected, smartphone savvy, and generally demanding customer.

Add to Digg Bookmark with del.icio.us Add to Newsvine

SoCoCare Media Contact:
Sarah Rolfing
Email Contact
Tel: 949.201.9377
www.sococare.com

About Marketwired .
Copyright © 2009 Marketwired. All rights reserved. All the news releases provided by Marketwired are copyrighted. Any forms of copying other than an individual user's personal reference without express written permission is prohibited. Further distribution of these materials is strictly forbidden, including but not limited to, posting, emailing, faxing, archiving in a public database, redistributing via a computer network or in a printed form.

Enterprise Open Source Magazine Latest Stories . . .
The OpenNebula Project has just announced the Beta release of vOneCloud, a CentOS Linux virtual appliance for vSphere that contains all required OpenNebula services optimized to work on existing VMware vCenter deployments. vOneCloud is for companies that want to create a self-service c...
Code-named “Fox Fur”, the twenty-third release of OpenNebula is available today with complete support to build clouds on existing VMware environments. OpenNebula 4.10 seamlessly integrates vCenter virtualized infrastructures leveraging the advanced features such as vMotion, HA or DRS s...
Let’s say we developed an application and plan to move our app to production on Amazon Elastic Cloud (EC2). Our application, in the form of a webapp, was developed using eclipse and we have tested it on Tomcat running locally. Now, we may want to test our app on an EC2 environment befo...
"Our premise is Docker is not enough. That's not a bad thing - we actually love Docker. At ActiveState all our products are based on open source technology and Docker is an up-and-coming piece of open source technology," explained Bart Copeland, President & CEO of ActiveState Software,...
This past week the Appcore team got the opportunity to attend one of the industry’s leading cloud events, Cloud Expo in Santa Clara, CA. We spent a lot of time interacting with attendees at the exhibit portion of the event. As a software company with a sole commitment to CloudStack, we...
As cloud gives an opportunity to businesses to buy services externally – how is cloud impacting your customers? In his General Session at 15th Cloud Expo, Fabio Gori, Director of Worldwide Cloud Marketing at Cisco, provided answers to big questions: Do you see hybrid cloud as where th...
Subscribe to the World's Most Powerful Newsletters
Subscribe to Our Rss Feeds & Get Your SYS-CON News Live!
Click to Add our RSS Feeds to the Service of Your Choice:
Google Reader or Homepage Add to My Yahoo! Subscribe with Bloglines Subscribe in NewsGator Online
myFeedster Add to My AOL Subscribe in Rojo Add 'Hugg' to Newsburst from CNET News.com Kinja Digest View Additional SYS-CON Feeds
Publish Your Article! Please send it to editorial(at)sys-con.com!

Advertise on this site! Contact advertising(at)sys-con.com! 201 802-3021




SYS-CON Featured Whitepapers
ADS BY GOOGLE