May 19, 2020

Quantas could have benefitted from Cisco's SocialMiner

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Twitter
Cisco
Cisco Finesse
Bizclik Editor
2 min
Quantas could have benefitted from Cisco's SocialMiner

Cisco announced yesterday that its new software SocialMiner assists companies to find and proactively respond to customers and prospective leads who are communicating through public social media networks like Twitter and Facebook, or blogs. Forum posts, blogs and status updates from customers can all be managed in real time, alerting customers of conversations regarding their brand.

This software program would have been perfect for Quantas’ mid-air engine failure on a Sydney-bound flight today that caused quite the commotion in Twitterland. Just sayin’

The program not only monitors the social web to improve business knowledge, but also engages customers that require assistance and service. SocialMiner will become especially helpful and lucrative for business owners because they can quickly contact customers and qualifying leads to manage their brand and manage any issues that may arise in the customer service spectrum. With the millions of people chatting on Twitter and Facebook, it’s extremely vital that brands have access to these issues and can respond as necessary.

Customers see rapid response from businesses that are providing value-added engagement when and where consumers are seeking it. Additionally, consumers will see the benefit of enterprises engaging with them to provide service and information, rather than having to find information on their own through company web sites.

Cisco also announced Cisco Finesse, a web 2.0 collaboration desktop for customer care representatives that puts all the information they need in a single, modifiable cockpit enabling them to help callers faster, better, and with higher accuracy. This can help lower operational costs for businesses and increase the number of satisfied customers.

Cisco rounded out the announcements with the introduction of a new network-based rich media capture platform that supports the recording, playback, live streaming and storage of media, including audio and video, with rich recording metadata. This solution provides an efficient, cost-effective foundation for capturing, preserving, and mining conversations for business intelligence.






 

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Jun 18, 2021

Microsoft: Building a secure foundation to drive NASCAR

NASCAR
Microsoft
3 min
Racing fans can expect the ultimate virtual experience as a result of the partnership with Microsoft and NASCAR

Microsoft is a key partner of The National Association for Stock Car Auto Racing (NASCAR) and together they are driving ahead to create an inclusive and immersive new fan experience (FX).

These long-term partners have not only navigated the challenges posed by the COVID-19 pandemic with the use of Microsoft Teams and Microsoft 365, but are now looking to a future packed with virtual events to enhance the FX, well beyond NASCAR’S famous Daytona racetrack. 

“Together, we've created a secure environment that's allowed for collaboration, but the future is all about the fans”, said Melinda Cook, General Manager for Microsoft South USA Commercial Business, who cited a culture of transparency, passion, adaptiveness, and a growth mindset as to why this alignment is so successful.”

“We've partnered to create a fluid, immersive experience for the users that is supported by a secure foundation with Microsoft in the background. We are focused on empowering and enabling customers and businesses, like NASCAR, to reach their full potential. We do this with our cloud platform which provides data insights and security.”

“Our cloud environment allows NASCAR to move forward with their digital transformation journey while we are in the background,” said Cook who highlights that Microsoft is helping NASCAR

  • Empower employees productivity and collaboration
  • Improve fan engagement and experience
  • Improve environment security and IT productivity
  • Improve racing operations

 

Microsoft Teams, which is part of the Microsoft 365 suite, enabled employees to work remotely, while staying productive, during the pandemic. “This allowed people to provide the same level of productivity with the use of video conference and instant messaging to collaborate on documents. Increased automation also allows the pit crews, IT, and the business to focus on safety, racing operations, and on the fan experience,” said Cook.

“We have started to innovate to create a more inclusive fanbase, this includes using Xbox to give people the experience of being a virtual racer or even leveraging some of the tools in Microsoft Teams to have a virtual ride along experience.”

“These environments are how we create a more inclusive and immersive experience for the fans. We're working on a virtual fan wall which allows people from new locations to participate in these events,” said Cook, who pointed out Microsoft was also helping bring legacy experiences alive from NASCAR’s archives. 

“At Microsoft we can take it one level further by letting fans know what it's like to see the pit crew experience, the data and all the behind-the-scenes action. We will continue to improve automation with machine learning and artificial intelligence, from marketing to IT operations to finance to racing operations,” said Cook.

Christine Stoffel-Moffett, Vice President of Enterprise Technology at NASCAR, said: “Microsoft is one of our key partners. They have been instrumental in helping the NASCAR enterprise technology team re-architect our Microsoft systems to ensure an advanced level of security across our environment, contribute to our business outcomes, and focus on fan experience.”

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