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SOCIAL MEDIA NEWS: Successful strategy mapped out by Alcatel-Lucent Genesys

Communications service provider Alcatel-Lucent Genesys has mapped out '€˜a successful social media strategy' for businesses.

It plans to unveil its strategy, to be combined with new tools it is set to launch at the G-Force Melbourne trade show. The strategy encourages businesses to combine social media interactions with customer service and marketing departments to provide interaction points across the web and phone or mobile applications.

Alcatel-Lucent Genesys said it aims to demonstrate how it can help businesses, listen to what is being said about the brand, prioritise the correct actions to take, engage and respond and integrate conversations across the organisation with the strategy.

Eric Tamblyn, vice president, Genesys product marketing at Alcatel-Lucent said, "Marketing and customer service departments are both challenged with supporting these new touch points and retaining consumer information collected if the conversation extends to other departments. By leveraging the Genesys solution's ability to optimise interactions across voice and non-voice touch points, businesses can proactively market and provide consistent customer service via web applications, phone or mobile devices, delivering an exceptional experience for their consumers."