Boston, MA (PRWEB) February 22, 2013
C2B Suite, the social standard for customer care, and mBLAST, the leading provider of web presence analytics, today announced a formal partnership, bringing mBLAST’s mPACT dISTIL™ search, sentiment and resonance algorithmic scoring to customers of C2B Suite’s social customer service integration, implementation and benchmarking services.
This partnership will allow C2B Suite to utilize mBLAST’s data and patented scoring in their social customer service consulting practice. Additionally, C2B Suite will utilize the mPACT Connect API to provide mBLAST’s data directly via C2B’s SCPM™ Benchmarking Compendium dashboard interface or as an integration with a customer’s current Social CRM solution.
“Businesses– are dealing with volumes of social media customer interactions, comments and complaints that are overwhelming and unmanageable,” says mBLAST CEO Mark Hatch. “One recent business I’ve spoken with receives a social media mention every second – far too much volume to be handled by even the largest team of community managers. That’s why I’m so excited about our partnership with C2B Suite. Our algorithms will help their client’s customer care professionals triage this mess of data and focus their interaction on the most important or influential customers. Not every web voice can be responded to; we will help create an environment where noise is filtered out and customer service can occur with laser precision.”
“We are thrilled to become a member of the mPACT Partner Program. By providing mPACT web presence analytics to our clients, we are now able to give them a real-time, filtered and prioritized view into the valuable abundance of social data on the web pertinent to their product and customers. What mBLAST offers is unique in the market, previous solutions gave us no way of conducting historical customer experience analysis for meaningful benchmarking comparatives,” commented Scott Swope, Managing Partner, C2B Suite.
C2B Suite provides social media services for contact centers and customer service organizations. We help our clients scale their organizations quickly, mitigate risks, and enhance leadership.
Social media and community platforms are empowering customers in previously unimaginable ways. This inverts the legacy business-to-consumer paradigm, creating a customer-to-business model that demands new approaches, processes, and organizations if enterprises intend to maintain leadership in customer care. Global brands are acting swiftly to respond to this opportunity and are turning to C2B Suite™ for solutions, best practices, and standards to get the job done.
mBLAST web presence analytics help OEMs, consulting firms and enterprises discover, analyze and engage with the voices that matter most to them. Our mPACT solutions use patented mPACT dISTIL™ algorithms to filter out the noise of social chatter to deliver results focused on the signal of meaningful conversations, in near real time. mPACT solutions are optimized to solve the business problems faced by customer service and HR organizations. mBLAST is a global company headquartered in Cambridge, MA, with sales and development teams around the world. For more information, visit http://www.mblast.com or contact us at firstname.lastname@example.org.