Cisco Systems is reporting strong growth in its social media call center solutions just a few months after the SocialMiner launch. The social media monitoring and analytics solution is now selling as a standalone social media data mining tool upon customer demand.

We found this news on eCRM Guide in their article, “Cisco Sees Strong Growth in Social Media Call Center Software.” The sheer amount of social media data can intimidate some systems, but Cisco’s social media algorithm is “self-learning” and is growing its intelligence. This allows SocialMiner to route a complaint to a customer care center as soon as the software discovers the complaint in a social media posting. In other words, no more random “dissing” by dissatisfied customers without service recovery efforts being offered.

Melody K. Smith