While the contact center industry regularly sees a plethora of awards for solutions that either innovate, lead or power past all competitors, not all solution categories have been equally well recognized. Social media solutions, which comprise an emerging market, are finally getting some recognition of their own.
Analyst group Frost & Sullivan (News - Alert) recently completed some best practices research in the enterprise of social networking, and as a result has awarded one of its newest awards: the 2013 Global Growth Excellence Leadership Award. This year, the award has been bestowed on TIBCO.
While a few short years ago, it seemed that social media was something relevant only to individuals, a fast evolution of enterprise communications has proved that this isn’t so. Today’s hyper-connected companies are finding that social media and collaboration capabilities have emerged as a prime engagement channel for employees, partners and customers. Many companies are still trying to catch up with this trend. Thought leaders have already implemented social channels and integrated their use – both monitoring and inbound and outbound communications – into their broader communications network.
Business intelligence solutions provider TIBCO offers a solution called tibbr that meets all the requirements for excellence, according to the analyst group’s competitive analysis, which found that its most compelling features include positioning social collaboration for integration with customers’ broader IT stack; delivering robust feature functionality to satisfy a diverse set of customer types and sizes; and employing a go-to-market strategy that effectively reaches into all addressable customer segments.
Frost & Sullivan says companies forging success in enterprise social media solutions have their work cut out for them: it’s not enough to serve a market that is popular, but the companies that come out on top will build true functionality into their solutions.
“The increasingly crowded landscape poses a number of challenges to providers vying for success. In attempts to grow their business, vendors are challenged to gain widespread awareness and visibility for their portfolios, to earn consideration based on differentiated positioning and value propositions, to compete on both breadth and depth of functionality, and to reach the widest addressable audience across industries and geographies,” wrote Frost & Sullivan analysts in the report, noting that most enterprise social media solutions fail because they are not properly integrated, but installed as standalone functions.