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David Heath, Twitter, SaaS, Dell, CRM

The corporate tweet

David Heath
Tuesday, 28 July 2009 20:13

IT Industry - Market

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SaaS CRM vendor RightNow Technologies’ most recent release “RightNow May ‘09” included Cloud Monitor, the ability to follow discussions on social networking sites.

From a recent RightNow release, “RightNow Cloud Monitor helps companies follow discussions on social networking sites. Based on what the Cloud Monitor reports, an organisation can use RightNow Service to initiate next steps; follow up can range from updating information on the web site to the automatic creation of a service incident or proactive outreach.”

This is NOT automated response. Instead it is a watching brief on the Twitterverse with some smarts to act internally upon what is observed.

“The Cloud Monitor also uses RightNow’s unique SmartSense emotion detection to dynamically scan the text of tweets (and other content) and assess how consumers feel about a business. For example, a negative emotion score could be prioritised for immediate action.”

Again, this is not a tool for automated response; instead it is used to trigger internal actions to do something about the event.

Just the way the Internet grew; starting as a circle of friends and growing out into the corporate world, so has Twitter grown and developed, now becoming a full person-to-person and person-to-business communication tool.

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