Internet Software and Services
Company Overview of Macranet Ltd.
Macranet Ltd., doing business as Sentiment Metrics, develops and delivers a cloud-based platform that monitors social media. Its platform offers customer insight, lead generation and customer service solutions. The company was incorporated in 2003 and is based in Farnborough, United Kingdom.
Farnborough, GU14 7JF
Founded in 2003
Key Executives for Macranet Ltd.
Founder, Chief Executive Officer and Director
Vice President of Sales & Marketing
Compensation as of Fiscal Year 2016.
Macranet Ltd. Key Developments
DX Chooses Sentiment to Deliver Social Customer Service Solution
Feb 28 17
Sentiment announced that DX will deploy Sentiment's intelligent social customer care platform to deliver enhanced social engagement and support. Sentiment will work closely with DX to deliver a responsive social customer service experience, powered by smart automations and workflows alongside consolidated social data. Reporting and analytics will provide a full 360-degree view of the customer on social media. Intelligent workflows and automations within the Sentiment app will make it easier for the DX customer support team to prioritise and manage inbound messages effectively. These time-saving processes reduce the time it takes to manage and respond to customer service enquiries making sure all comments which require a response are identified. The inbox is simplified into a single stream view and agents have conversation histories available at their fingertips to inform replies.
Sentiment Announces Collaboration with IP Integration to Deliver Seamless Social Customer Service Solution
Nov 17 15
Sentiment announced a partnership with IP Integration to transform social interactions in the contact centre. With social something that brands simply cannot ignore, the two companies will pool their expertise to provide a complete engagement solution that integrates social interactions and data with more traditional voice and email channels to meet consumer demands for a seamless customer experience. Sentiment will work with IP Integration to centralize social data in the contact centre in order to provide a single view of the customer journey, underpinned by powerful engagement features that enable streamlined customer service and provide actionable insights on consumer motivations and behaviours. Companies will also have enhanced performance monitoring and reporting which will enable them to assimilate valuable customer insight back into the business. Key features: Simplified agent inboxes - intelligent workflows and automations filter out noise and mentions are routed to the right person to action. Ease of access and centralised data - enabling response teams to work across multiple accounts effectively, maintain full visibility on comments and sustain fast response times. Improved response times - automations can be used to prioritize, redirect or remove posts to quickly identify those messages which require attention. Full conversation histories - to support fast resolution. Command and control layers - to manage access to functions, features and accounts based on agent roles and responsibilities. Enhanced performance monitoring and reporting - to analyze interactions and social conversations that help drive customer experience improvements.
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