|By Business Wire||
|February 13, 2014 08:02 AM EST||
Sparkcentral, the real-time social media customer service platform, has announced that eight global airlines, including Delta Air Lines, Virgin Australia, SWISS International Air Lines, Alaska Air and Brussels Airlines, are using the Sparkcentral platform to handle high volumes of real-time, one-on-one customer inquiries over social media. They join other major business-to-consumer (B2C) brands in harnessing Sparkcentral as a linchpin for becoming more customer-centric.
Sparkcentral was built from the ground up around the customer experience. Rather than treating customers as cases or ticket numbers, the cloud-based platform enables enterprises to put the relationship with the individual customer first—no matter how many people need help at once.
“Sparkcentral simply allows us to provide good old-fashioned customer service, delivered in a high-tech way,” said Jerry Fletcher, Digital Support Manager at Delta Air Lines. The airline services over 160 million customers annually. “Sparkcentral lets us join the social-media conversation and make a difference. My team can talk to the customers one-on-one. It’s simple, it’s clean to use and it has made our life a whole lot easier.”
“After adopting Sparkcentral, we noticed a big change in the efficiency and speed of replying to customers, connecting them to the right information on the website right away,” said Kim Daenen at Brussels Airlines. “We are responding much faster now because we have a better overview of all incoming questions. Our conversations are pushed to us and we receive an overview of all previous interactions with the passenger. What I love most is that many customers say ‘well done’ when we’re done answering their questions and requests.”
Support teams can address inquiries in a structured, real-time manner, across social media platforms. Companies gain operational efficiencies and deflect calls in the process. Customers, in turn, grow loyal to brands that treat them with respect and humanity, on social media channels that they already frequent.
“Regardless of whether millions of people need help at once, or whether a crisis has hit, companies use Sparkcentral deliver the individualized service that makes customers feel appreciated and respected.” said Sparkcentral founder and CEO Davy Kestens. “We’re pleased to embrace the airline industry as yet another industry that chooses to build loyalty through better customer-centric service.”
As customer-service interactions continue to dominate companies’ social media feeds, Sparkcentral is the intuitive choice for major enterprises wishing to optimize their customer service. The Sparkcentral platform is available immediately at Sparkcentral.com.
Sparkcentral enables enterprises to put their customers front and center. Customer service teams use our software to efficiently handle large amounts of inbound inquiries over social media in a fast and structured manner. Many large consumer-focused brands across various industries are adopting Sparkcentral to manage one-on-one real-time relationships with their customers. Visit us at Sparkcentral.com, on Twitter, Facebook, LinkedIn and Google+.
In his session at 20th Cloud Expo, Scott Davis, CTO of Embotics, will discuss how automation can provide the dynamic management required to cost-effectively deliver microservices and container solutions at scale. He will discuss how flexible automation is the key to effectively bridging and seamlessly coordinating both IT and developer needs for component orchestration across disparate clouds – an increasingly important requirement at today’s multi-cloud enterprise.
Mar. 29, 2017 06:00 AM EDT Reads: 2,785
Microservices are a very exciting architectural approach that many organizations are looking to as a way to accelerate innovation. Microservices promise to allow teams to move away from monolithic "ball of mud" systems, but the reality is that, in the vast majority of organizations, different projects and technologies will continue to be developed at different speeds. How to handle the dependencies between these disparate systems with different iteration cycles? Consider the "canoncial problem" ...
Mar. 29, 2017 06:00 AM EDT Reads: 9,017
The essence of cloud computing is that all consumable IT resources are delivered as services. In his session at 15th Cloud Expo, Yung Chou, Technology Evangelist at Microsoft, demonstrated the concepts and implementations of two important cloud computing deliveries: Infrastructure as a Service (IaaS) and Platform as a Service (PaaS). He discussed from business and technical viewpoints what exactly they are, why we care, how they are different and in what ways, and the strategies for IT to transi...
Mar. 29, 2017 05:00 AM EDT Reads: 6,395
The Internet of Things is clearly many things: data collection and analytics, wearables, Smart Grids and Smart Cities, the Industrial Internet, and more. Cool platforms like Arduino, Raspberry Pi, Intel's Galileo and Edison, and a diverse world of sensors are making the IoT a great toy box for developers in all these areas. In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists discussed what things are the most important, which will have the most profound e...
Mar. 29, 2017 04:00 AM EDT Reads: 15,070
All organizations that did not originate this moment have a pre-existing culture as well as legacy technology and processes that can be more or less amenable to DevOps implementation. That organizational culture is influenced by the personalities and management styles of Executive Management, the wider culture in which the organization is situated, and the personalities of key team members at all levels of the organization. This culture and entrenched interests usually throw a wrench in the work...
Mar. 29, 2017 04:00 AM EDT Reads: 3,166
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor - all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
Mar. 29, 2017 03:45 AM EDT Reads: 2,120
Niagara Networks exhibited at the 19th International Cloud Expo, which took place at the Santa Clara Convention Center in Santa Clara, CA, in November 2016. Niagara Networks offers the highest port-density systems, and the most complete Next-Generation Network Visibility systems including Network Packet Brokers, Bypass Switches, and Network TAPs.
Mar. 29, 2017 03:30 AM EDT Reads: 3,337
Virtualization over the past years has become a key strategy for IT to acquire multi-tenancy, increase utilization, develop elasticity and improve security. And virtual machines (VMs) are quickly becoming a main vehicle for developing and deploying applications. The introduction of containers seems to be bringing another and perhaps overlapped solution for achieving the same above-mentioned benefits. Are a container and a virtual machine fundamentally the same or different? And how? Is one techn...
Mar. 29, 2017 03:30 AM EDT Reads: 3,202
Extreme Computing is the ability to leverage highly performant infrastructure and software to accelerate Big Data, machine learning, HPC, and Enterprise applications. High IOPS Storage, low-latency networks, in-memory databases, GPUs and other parallel accelerators are being used to achieve faster results and help businesses make better decisions. In his session at 18th Cloud Expo, Michael O'Neill, Strategic Business Development at NVIDIA, focused on some of the unique ways extreme computing is...
Mar. 29, 2017 03:30 AM EDT Reads: 11,726
My team embarked on building a data lake for our sales and marketing data to better understand customer journeys. This required building a hybrid data pipeline to connect our cloud CRM with the new Hadoop Data Lake. One challenge is that IT was not in a position to provide support until we proved value and marketing did not have the experience, so we embarked on the journey ourselves within the product marketing team for our line of business within Progress. In his session at @BigDataExpo, Sum...
Mar. 29, 2017 03:30 AM EDT Reads: 3,202
Web Real-Time Communication APIs have quickly revolutionized what browsers are capable of. In addition to video and audio streams, we can now bi-directionally send arbitrary data over WebRTC's PeerConnection Data Channels. With the advent of Progressive Web Apps and new hardware APIs such as WebBluetooh and WebUSB, we can finally enable users to stitch together the Internet of Things directly from their browsers while communicating privately and securely in a decentralized way.
Mar. 29, 2017 03:00 AM EDT Reads: 6,061
Information technology (IT) advances are transforming the way we innovate in business, thereby disrupting the old guard and their predictable status-quo. It’s creating global market turbulence. Industries are converging, and new opportunities and threats are emerging, like never before. So, how are savvy chief information officers (CIOs) leading this transition? Back in 2015, the IBM Institute for Business Value conducted a market study that included the findings from over 1,800 CIO interviews ...
Mar. 29, 2017 01:45 AM EDT Reads: 5,424
"We host and fully manage cloud data services, whether we store, the data, move the data, or run analytics on the data," stated Kamal Shannak, Senior Development Manager, Cloud Data Services, IBM, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Mar. 29, 2017 01:15 AM EDT Reads: 9,197
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
Mar. 29, 2017 01:15 AM EDT Reads: 2,480
What sort of WebRTC based applications can we expect to see over the next year and beyond? One way to predict development trends is to see what sorts of applications startups are building. In his session at @ThingsExpo, Arin Sime, founder of WebRTC.ventures, will discuss the current and likely future trends in WebRTC application development based on real requests for custom applications from real customers, as well as other public sources of information,
Mar. 29, 2017 01:00 AM EDT Reads: 1,094