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New capabilities in SAS® Conversation Center make customer engagement via Twitter even easier 

26 October 2011 - The Premier Business Leadership Series, ORLANDO –  SAS, the leader in business analytics,  continues to support companies driving business value from social media, announcing today upgrades to SAS Conversation Center, a key application of SAS Social Media Analytics.  SAS Conversation Center helps companies engage with customers on Twitter by capturing significant tweets in real time, analysing them and routing them to the right department within an organisation to respond.

New features include a new communication portal, an improved conversation timeline, automatic case closure, shared common message content and the ability to manually adjust sentiment:

  • Public posts. A new communication portal allows users to post tweets from within SAS Conversation Center. This convenient new feature means users will no longer have to push outbound Twitter communications from a separate application, allowing for a quicker response time to any service or care concerns.
  • Improved conversation timeline. Twitter conversation threads between a company and customers are now color-coded to help SAS Conversation Center users quickly identify the sender in the thread and the tweet type (original tweet, retweet, direct messages, etc.). Additionally, any public posts from SAS Conversation Center that might be viewed by the customer are also included in the timeline. This feature helps users visually filter dialogue to assess and provide more rapid and appropriate responses.
  • Automatic case closure. SAS Conversation Center will now automatically close cases if there is no response from an end customer after a specified amount of time. Removing extraneous cases allows users to concentrate on the most pertinent conversations.
  • Standard content. SAS Conversation Center can now store frequently used text, URLs and hash tags for easy retrieval. The ability to share frequently used content helps organizations replicate best practices and maintain continuity in their customer communications.
  • Manual sentiment adjustment. Sentiment is an important indicator in determining how to engage with a customer. Users can manually override the initial sentiment assignment and assign a new sentiment score. The new score is used in case prioritisation, helping organisations determine priority, as well as improve the taxonomy used in determining sentiment. 

"Brand loyalty soars when a company gets customer engagement right," said Wilson Raj, SAS Global Product Marketing Principal for Customer Intelligence. "SAS Conversation Center helps organisations go beyond listening to engaging real time with customers via Twitter. Effective customer dialogue is comprised of many attributes - it must be relevant, it must be engaging, and it must provide the service or resolution that a consumer is seeking - all at the point of need. In our hyperconnected society, instantaneous positive service is king. SAS Conversation Center helps companies provide such a level of service to their customers." 

Today's announcement came at The Premier Business Leadership Series event in Orlando, FL, a thought leadership conference presented by SAS that brings together more than 600 senior-level attendees from the public and private sectors to share ideas on critical business issues.

About SAS

SAS is the leader in business analytics software and services, and the largest independent vendor in the business intelligence market. Through innovative solutions delivered within an integrated framework, SAS helps customers at more than 50,000 sites improve performance and deliver value by making better decisions faster. Since 1976 SAS has been giving customers around the world The Power to Know® .

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