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:
"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.
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®