Cisco also jumps into Social CRM

Cisco has never developed CRM systems. Besides, Cisco is in good relations with Salesforce and even resells this CRM system to its customers. But it seams that now the IT giants want to jump into all hot markets, such as Social CRM. So Cisco has unveiled its social CRM system - SocialMiner. Like the other solutions of this class, it can monitor Facebook, Twitter, LinkedIn and other social networks for mentioning of company name or its products. Users can create multiple campaigns, select the keywords and the system will provide daily search results, new "social contacts" and analytical reports. You can not only view and analyze what people are saying about your company on the Internet, but also engage in the discussions with "social contacts" - respond them directly from SocialMiner.

Cisco says that the main advantage of their system over the competitors - is its ability to be "trained". I.e. the analytical engine inside SocialMiner organizes search results depending on what messages were more interesting for the user in previous times. But Cisco has never developed business intelligence tools...

Note also that SocialMiner is tightly integrated with Cisco Quad - the solution for the internal social networks. This once again confirms the trend of integration between internal and external social networks.

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