Open source social media driven platform for managing support and services communities
CSS, a provider in technology operations management, has unveiled an integrated knowledge management platform based on collaborative social media workflows for optimising enterprise support and services delivery in a cloud-based world.
The company said that the new platform EDGE Portal has been architected using open source components, configured to handle specific enterprise workflows addressing access control, content management, intellectual property and security requirements. The platform enables enterprises to harness the power of Web 2.0 to drive customer loyalty, drive marketing and product management.
According to CSS, the EDGE platform creates a working model for transforming the enterprise support function by providing a governance model for integrating internal and external communities or groups. It would deliver continuous improvement metrics that include customer loyalty measures such as the Net Promoter Score, support agent productivity, activity measures for online community participation, search engine performance, and support costs as a percentage of revenue.
The new platform would be available, both as SaaS and on-premise deployments, along with managed services bundles for technology vendors and enterprise IR including, design of social CRM platform, data modeling, reporting, and analytics; implementation services, cloud enablement; and community management and user support
Nick Sharma, CEO of CSS, said: “As a leader in Technology Operations Management, CSS continues to build out frameworks and best practices that help technology providers optimize their support delivery systems, as well as address fundamental changes in the technology consumption model itself. The EDGE platform will bring the Web 2.0 revolution closer to the enterprise.”