NetBase Launches Social Engagement Solutions: Enterprise Social Intelligence Platform Enables Customer Service at the Speed of Social

NetBase, the Enterprise Social Intelligence Platform company, announced today that is has added a new set of social engagement solutions to its existing platform to help businesses stay one step ahead of the game and assure that they can quickly respond to customers that voice their feedback via social channels.  NetBase’s open API can now integrate with social engagement platforms and tools offered by SAP Social On Demand and MediaFunnel, with more to come, providing an intelligent approach to proactively monitor social conversations, quickly identify posts to respond to and assign those posts to the right community managers or customer service representatives. SAPPHIRE NOW attendees can see live demos at the SAP Cloud Campus from May 14 -16.

“Effective social engagement is not just about responding to every complaint in social media,” said Peter Caswell, CEO, NetBase. “It requires companies to stay laser focused on what’s important and to bring in the right team who can actually solve customer problems. NetBase’s accuracy in isolating and understanding all of the relevant posts from across the social web makes it possible to classify, route and assign action in a way that was never possible before.”

NetBase Integration with MediaFunnel and SAP Social On Demand
With the joint solutions, businesses will have:

  • Accurate monitoring of brand mentions, questions, issues and complains in real-time across the social web
  • Real-time classification for routing and assignment
  • Insights into influence and reach of potential issues
  • Efficient, team-based engagement
  • Instant access to social profiles and interaction history
  • Full audit trails for traceability
  • Analytics for measuring service levels and ROI

At the heart of the ESI platform is NetBase’s high-precision natural language processing (NLP) engine. The appropriate use of high-precision NLP, text analytics and machine-learning tools deliver advanced filtering of social conversations based on brands mentioned, service categories (inquiries, complaints), social profile of poster, and much more. The platform captures and processes content in Spanish, French, German and Portuguese in addition to English.

“Creating social intelligence out of the social media analysis tools takes a village,” said Leslie Ament, Senior Analyst and Vice President, Research and Client Advisory, Hypatia Research Group, LLC. “Ideally, social analytics tools should empower organizations to use customer intelligence for guidance, decision-support or corrective action deemed most advantageous in meeting business objectives. Combining SAP’s strong capabilities in business workflow and routing with the NetBase Enterprise Social Intelligence platform, may simplify deployment of social engagement processes for many organizations.”

About NetBase
NetBase, the C2B Company, delivers the enterprise social intelligence platform that global enterprises use to monitor, understand, and engage with customers in real time. Using a high-precision natural language processing (NLP) engine combined with text analytics and machine learning, our platform processes billions of social media posts to extract structured insights delivered via customizable dashboards. Our solutions enable marketing, public relations, market research, customer service, sales, and product innovation leaders to craft winning strategies faster. Clients include Coca-Cola, Kraft, HP GfK and J. D. Power & Associates. NetBase powers the weekly Sentiment Tracker in the Wall Street Journal and our solutions are sold globally by SAP AG. For more information, visit www.netbase.com, @NetBase, on Facebook page, LinkedIn, or YouTube.

About MediaFunnel
MediaFunnel is the next generation social engagement platform. Organizations, ranging in size from small businesses to global enterprises, leverage our solution to engage with their audiences in a timely, relevant and authentic way. The ability to define user roles, coupled with an optional review process, prevents the posting of potentially brand-damaging content.

MediaFunnel is used by a variety of teams within enterprises, including customer service, marketing, human resources and channel management, so that these teams can resolve customer issues, increase brand awareness and direct prospects and customers from social media sites to actionable, company landing pages. Customers include Kaiser Permanente, IBM, Google and ERGO Direkt. For more information or to sign up for a free trial, please visit http://mediafunnel.com/.