News : Dell is Now ‘Listening’ from Bengaluru Through Social Media Centre
Bengaluru, India, Nov 03, 2015 -- Dell’s new 24/7 Social Media Listening Center has opened in Bengaluru. A four-foot high traditional Indian lamp, dressed in marigold and an assortment of flowers sits bang in the middle of the 5000-sq ft room. Surrounded by nearly 100 work stations, the lamp stands like an out-of-place decoration in a room that was built to listen. The main wall is overlaid with a 10-foot-by-30-foot flat television screen comprising 30-odd flat panels. From this room, 75 Dell engineers address an assortment of queries coming in about Dell products from 60 countries.
This is not just another call centre set up to address the Dell customers screaming for help in almost every language spoken in the world. It is a listening centre and chatter is happening on Dell’s pages on Facebook, Twitter and Google Plus, three of the most used social media platforms in the world. On the big screen, colourful graphs and "speedometers" come alive with action, summarising the collective temperament of Dell customers from around the world – all real-time.
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While this is a first in India, similar centres operate out of the US and China and two more are planned: one in Slovakia and another in China. The Bengaluru facility has been made the nerve centre that controls the entire network.
Schmitt says the reason for fast-tracking Bengaluru’s promotion is not about cost arbitrage that most outside Dell would be quick to assume, but the team. The Bengaluru team that runs this listening centre are engineers handpicked for their experience in the Dell family and who understand the essential DNA of Dell – to listen.
Posted by Veronica Silva Cusi, news correspondent
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Listen. Learn. Deliver. That’s what we’re about. Dell empowers countries, communities, customers and people everywhere to use technology to realize their dreams. Customers trust us to deliver technology solutions that help them do and achieve more, whether they’re at home, work, school or anywhere in their world. Dell is creating the technology infrastructure that will drive the next wave of human progress. Through relentless innovation at a global scale, we’re bringing the massive capability of hybrid cloud to a hyper-connected world – giving people everywhere the power to shape a better future. We make technology open, simple, affordable and accessible. We stand alone in developing seamless, secure, integrated solutions from the edge to the core to the cloud, and we stand alone in being our customers’ trusted partner on their journey of digital transformation
Published: Wednesday, November 4, 2015
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