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Real-Time Social Insights From SAP Help Companies Engage With Customers Like Never Before

NEW YORK, Aug. 20, 2013 /PRNewswire/ --  SAP AG (NYSE: SAP) today announced the release of the SAP® Social Contact Intelligence analytic application. Powered by the SAP HANA® platform, the new application allows businesses to unlock sentiment and contact insights from both social media channels and internal, company-owned sources to better target and influence prospects and customers in a variety of ways. The announcement was made from the CRM Evolution event, being held Aug. 19 – 21 in New York City.


Sales, marketing and customer service professionals today struggle to access and analyze the large amounts of internal customer data stored in disparate systems within their organizations as well as external social media data beyond the reach of their IT systems. Often they must rely on outdated information, which can cause them to miss out on profitable cross- and up-sell opportunities, or incomplete information, which can lead them to rely on only gut instincts when making strategic decisions such as offering incentives to engage customers and prospects.

With SAP Social Contact Intelligence, marketing professionals can incorporate social sentiment insights directly into their campaigns to more easily identify and target prospects and influencers and help drive incremental sales. Additionally, sales professionals can gain deeper insights into customers, allowing them to quickly identify the most influential and relevant contacts at an account and service professionals can analyze product and service complaints from social channels to proactively identify trouble spots and take preventive measures.

SAP Social Contact Intelligence is part of the SAP® Customer Engagement Intelligence solution, a set of applications powered by SAP HANA designed to enable real-time insight from customer data, which allows for highly personalized and targeted initiatives that can help grow both revenue and profit for organizations. SAP Customer Engagement Intelligence can leverage powerful text analysis and predictive engines within SAP HANA to bring the power of advanced natural language processing (NLP) and complex predictive algorithms directly to the fingertips of sales, marketing and service executives in an intuitive, practical and user-friendly way without the need for data scientists and PhDs.

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