Blurring the lines: Alcatel-Lucent ties social media to customer service

Making it still harder to differentiate between home and work--as if cancelled vacations and layoff worries aren't enough--Alcatel-Lucent (NYSE: ALU) has introduced the Genesys Social Media Strategy to use business tools to tie social media community interactions with customer service and marketing.

The product's strategy is to help enterprises integrate social media into their operations so consumers can gain information about the company and interact with the correct segments of the corporate organization.

"By leveraging the Genesys solution's ability to optimize interactions across voice and non-voice touch points, businesses can proactively market and provide consistent customer service via Web applications, phone or mobile devices," said Eric Tamblyn, ALU's vice president of Genesys Product Marketing.

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