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Cisco introduces social monitoring, response solution

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San Jose, Calif.—Networking and communications company Cisco Systems is augmenting its customer-care technology with new social media marketing tools that allow companies to respond to customers’ social posts about their brands.

The new Cisco SocialMiner identifies in real time brand conversations on blog sites, public forums and sites such as Facebook and Twitter, allowing call centers to address customer issues, according to Cisco.

Cisco’s Contact Center technology already manages voice calls, video, e-mail, chat and Web interactions. Another new Cisco product, Finesse, has been introduced to pull information from both traditional and social channels into a single, customizable view, the company said.

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