Visible Technology offers the single coolest Web 2.0 application I have seen to date: TruCast, which analyzes blog postings from all over the globe that discuss your products and services, automatically identifies who the bloggers/posters are, graphically shows relationships between bloggers so you know their sphere of influence, and rates postings as positive or negative to help pinpoint where action is required. While marketing will use tools like TruCast for overall brand awareness, support management can leverage this technology to identify disgruntled customers, find experts for collaboration, and identify new content sources.
Functional Coverage
eService
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Web Collaboration
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Proactive Chat
Email Response Management
Agent Knowledgebase
Agent Diagnostic Tools
Customer Knowledgebase
Customer Self-Service Problem Diagnostic/Self-Healing
