ThoughtBurst Partners with Alcatel-Lucent to Help Businesses Accelerate their Social-Media Customer Service Strategy

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ThoughtBurst Inc, an Indiana-based management consulting firm announced today that it is partnering with Alcatel-Lucent to provide social media enabled customer service solutions from strategy through to implementation.

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ThoughtBurst announced today that it has become an Alcatel-Lucent partner. Focused on a shared vision to enable advanced customer service and interaction response, the two companies will enable organizations to integrate social media into their multi-channel customer facing environments.

“Businesses recognize the need to bridge their customer service capabilities across multiple channels, with social media as a key focus, but where to start can be a challenge,” said Eric Entzeroth, Vice President Sales, Alcatel-Lucent Enterprise. “By working with ThoughtBurst we will bring practical experience that will smooth the path toward implementing their social media customer engagement strategy. Together, ThoughtBurst and Alcatel-Lucent can help change the conversation businesses have with their customers.”

ThoughtBurst is a strategic business consulting organization with a focus on transforming customer-facing operations for businesses. Alcatel-Lucent’s Genesys™ Social Engagement solution looks at the social media interactions to determine the best resources based on message context and business value to manage the customer experience. Kicking things off, ThoughtBurst and Alcatel-Lucent will offer education seminars to help businesses with their customer social engagement strategy.

“We believe that social media is fundamentally changing the relationship between organizations and their customers. By combining ThoughtBurst’s strategy and business consulting experience with Genesys’ technology expertise and world-renowned software suite, we can help companies integrate social media response into their multi-channel environments,” said Andy Pritchard, President & CEO of ThoughtBurst. “Organizations need to develop true social media capabilities across the whole customer-facing organization, and not just respond in a reactive or piecemeal fashion. Put simply - community changes everything.”

ThoughtBursts' Social Media Response Framework (SMeRF) helps organizations develop a strategy to effectively respond to social media and enhance the customer experience. SMeRF provides a leading practices approach to defining and managing social media response. It is used to help focus an organization on the eight core components of the process needed to drive social media success, taking a company from a simple response approach to coordinated and consistent engagement with their customers that generates real value.

The Genesys Social Engagement Solution is designed to help organizations create the integrated approach they need to turn the social media opportunity into real business benefits. The unique abilities of the Genesys Social Engagement Solution are made possible by a range of powerful capabilities that give marketing and customer service organizations the tools they need to establish social media as a powerful customer touch point. Key among these capabilities are:

  •     Automates processes for listening to communities and sharing insight across departments and organizations.
  •     Eliminates manual, isolated or inconsistent efforts when responding to comments in the social sphere.
  •     Intelligent Routing, Business Rules and Reporting
  •     Integrates social media interactions with existing customer relationship management (CRM) solutions for effective use of existing resources and processes.

About ThoughtBurst
ThoughtBurst is a strategic business consulting organization with a focus on providing trusted advice to organizations that require help in transforming their customer-facing operations. It helps its clients plan for, execute and manage significant transformation efforts. ThoughtBurst provides expertise in the development of business strategies, in the assessment of customer-facing operations, and in the implementation & program management of solutions. Specific domain expertise includes customer experience, contact center, social media response, social CRM, business process design, business requirements development and sales optimization.

Visit ThoughtBurst on the web at . For latest ThoughtBurst news, visit

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Andy Pritchard


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