MILWAUKEE, WI--(Marketwired - Nov 18, 2013) - Aditya Birla Minacs, a leader in business process outsourcing, today announced it will be the first ever North American-based business process outsourcing (BPO) firm to launch a social media command center.
Powered by Salesforce Radian6, the leading social listening application as part of the Salesforce ExactTarget Marketing Cloud, the command center will become Minacs' platform for listening to the voice of the customer on both social and mobile channels. Using this center, Minacs will help clients with reputation management by listening, responding and engaging online with customers and their conversations. This command center will have the ability to proactively intervene with traffic on mobile devices, websites, discussion groups, blogs and social networks to help clients avoid customer service/product issues and reduce support costs.
"Aditya Birla Minacs is making a significant investment in the future of customer care through new consumer Web platforms," said Deepak Patel, CEO, Aditya Birla Minacs. "With our new social media command center we will expand our capabilities for non-voice support, driving both our core goal at Minacs and the realization by our clients that this is the future of communicating with their customers."
"Salesforce Radian6 is excited to be chosen by Aditya Birla Minacs for their new social command center," said Marcel LeBrun, SVP, Product, Salesforce ExactTarget Marketing Cloud. "The future of marketing is cloud, mobile and social, and this new command center will help Minacs clients connect with their customers in entirely new ways."
Highlights of the Minacs Social Command Center include:
- Identifying customer service type by sentiment, demographic, influence and other social insights
- Facilitating proactive responses to customers by visually representing social and mobile traffic
- Drilling into clients' social data to find actionable insights through automated dynamic analytics
- Summarizing trends and triaging critical content in real-time by leveraging Salesforce.com's global strategic alliance with Twitter.
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About Aditya Birla Minacs Worldwide Ltd.
Minacs is a leading business solutions company partnering with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare and public sectors. We leverage years of process, domain and technology expertise to deliver business value with our Customer Lifecycle, Marketing, Finance and Accounting, Procurement and IT solutions and services. 21,000 Minacs experts across 3 continents and 36 centers help clients enhance revenues, profitability and customer service. For more information, visit www.minacs.adityabirla.com.
Certain statements in this release concerning our future growth prospects are forward-looking statements, which involve a number of risks and uncertainties that could cause actual results to differ materially from those in such forward-looking statements. We may, from time to time, make additional written and oral forward-looking statements, including statements contained in our filings with the regulators in India and to our reports to shareholders. We do not undertake to update any forward-looking statement that may be made from time to time by us or on our behalf.
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- business process outsourcing