The service offers real-time web listening and analysis by feeding results through to the firm’s offshore and onshore centres in Dallas, Guatemala City and Bangalore. Attensity’s text analytics platform is then used to examine content created by social media users.

Feedback gathered and analysed at the these centres can then be used to modify marketing campaigns or improve overall customer experience, the firm said.

Paul Cole, VP for BPO Customer Operations at Capgemini said: “Most businesses recognise that social media has the potential for generating tremendous value for the business, be it for marketing, sales or customer service, yet many are unaware of how to best use their company’s assets to effectively operate within this channel.”

The social media management tool is part of a wider drive by Capgemini to move into the social media space. It has already been trialled by 20 customers across the telecoms, gaming, manufacturing and consumer goods sectors.