Capgemini goes social

Capgemini, a provider of IT consulting, technology and outsourcing services, has unveiled a new social media management service to help businesses take advantage of online social interactions, reveals TMCnet.

Capgemini's social media management service combines the capabilities of the company's customer insight management and process management expertise.

The company also revealed a partnership with Attensity, a provider of text analytics solutions for customer experience management, to offer an end-to-end managed service to deliver analysis, insight and customer engagement.

FT.com reports that Paul Cole, VP for BPO customer operations at the Paris-based consultancy said most businesses recognise that social media has the potential for generating tremendous value for the business.

He adds that Capgemini sees social media management as within the remit of its business process outsourcing division. The firm argues that a 'distributed delivery model' - offshoring, in other words - is the best way to cut the costs of monitoring what people are saying about a company or its products.

The application provides consulting expertise to transform a business' systems and processes, turning the insights from social media monitoring into actions that include operational improvement, process redesign, customer segmentation strategy, social CRM strategy and multi-channel strategy, writes CBR

The company has already delivered pilots and early-stage programmes of social media management with 20 customers across telecommunications, gaming, manufacturing and the consumer goods sectors.