Idea-ware & USAN Bring Thought Leadership to The Call Center Cloud
As you have probably read here we've been fans of Hive-Fire and it's Curata content aggregation tool. In January 2010 we approached our longtime client USAN with the idea of deploying a thought leadership portal to elevate their profile as a leader in the hosted contact center technologies industry. For over 25 years USAN has been developing hosted carrier-grade call center technologies before anyone even called it a "cloud" service. From interactive voice response (IVR) and speech recognition to automated call distribution (ACD), dashboards and call center integration USAN has been simplifying the infrastructure behind enterprise contact centers so that enterprise IT staff can focus more on delivering the best possible customer contact experience. So as the founding fathers of the industry so to speak, USAN was the perfect partner to launch a thought-leadership portal on the industry. Using Hive-Fire's Curata tool we developed a site called Hosted Contact Center News. Using a set of sophisticated keyword search filters the site aggregates and distills the best 30-50 articles per day related to hosted contact center technologies from thousands of external news sources such as newswires, websites, RSS feeds, and industry blogs. From that list of 30-50 articles Idea-ware curates the most relevant 3-5 articles and a short synopsis (and link to the original article) is automatically published to the site. An artificial intelligence module "learns" the content of each article and automatically sorts it into the proper category. Once published the site also distributes each article to a set of social media channels including LinkedIn, Facebook and Twitter pages that Idea-ware helped set up. The site is now serving as USAN's blog platform allowing it to mix original content as well as curated 3rd party content from partners.
The site contain several hundred articles now all easily indexed by topic, and seen by hundreds of people on Twitter, LinkedIn and the site itself each day. Visitors also have the option of subscribing to a simple daily newsletter that brings it straight to their in box making this a powerful tool for establishing USAN as the industry thought leader and "go to" information source cloud.
If you're interested in building a thought-leadership program for your business give us a call today.