Companies Not Using Social Nets At Risk, Report Says

Friday Jul 16th 2010 by Datamation.com Staff
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70 percent of consumers say they want to interact with companies via social media.

Computerworld: A new Yankee Group survey commissioned by Siemens Enterprise Communications shows that 70 percent of consumers want to interact with companies via social media. However, only about 30 percent of companies are prepared to provide information and communication with their customers through social networks.

"Social media is changing the way businesses, customers and employees interact, and this creates significant opportunities for contact centers and the enterprise as a whole to leverage the integration of these tools into business processes," said Yankee Group analyst Zeus Kerravala. "As integration of social media improves within the contact center and with unified communications and collaboration, businesses can improve customer interactions and positively impact employee productivity and collaboration."

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