Contact Centers

Social Media Manager

Avaya Social Media Manager enables you to keep abreast of what your customers and would-be customers are saying. It helps you quickly identify the social media conversations most relevant to your business. This solution gathers data on interactions...

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  • #213802
Tags: Social Media Manager
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Email: Sales@starviewint.vn
»Overview
Avaya Social Media Manager enables you to keep abreast of what your customers and would-be customers are saying. It helps you quickly identify the social media conversations most relevant to your business. This solution gathers data on interactions from social media channels and analyzes the data using intelligent engines. These interactions range from potential sales opportunity comments to general inquiries and complaints. Social Media Manager efficiently and automatically processes the social media interactions, delivering relevant actionable mentions to the appropriate resource for response. Because the solution focuses only on meaningful and actionable interactions, your business experiences improved efficiency and effectiveness of social media responses. Manual monitoring and processing expenses are also reduced.

Elements of the social media solution include:
•  Avaya Aura® Contact Center or Interaction Center
•  Avaya Social Media Manager
•  Avaya Professional Services Implementation
•  Advanced Applications Support
Integration with Avaya Aura® Contact Center for contact delivery enables use of existing infrastructure and resources, including agents, making the most of investments and talent. Integrated reports provide a full view of customer activity and insights. These reports help uncover new opportunities and modify business processes and strategies to increase revenue and profitability.

»Features and Benefits
Increases Sales Opportunities
Social Media Manager automates monitoring and processes social media conversations regarding your products, services, customers and prospects, or anything else you would like to monitor. This helps you to strengthen existing relationships, capitalize on new opportunities and reduce missed ones.

Improves Customer Service
The Social Media contextual intelligence collects social and internal information that provides a broader view of the customer and a clearer understanding of the current situation. Your customer service professionals and other knowledge workers are able to respond faster and more appropriately.

Saves Time and Resources
Manually identifying actionable social media comments can cost you considerable time and expense. With automated mining, text analysis, filtering, and routing of social media mentions, you can promptly identify and focus on the more meaningful customer interactions. 

Components

Avaya Social Media Manager
Social Media Manager polls interaction on multiple channels (Twitter, Facebook, RSS, 3rd party, etc.). It sends each interaction into Avaya Contact Center for handling. Social Media Manager incorporates a toolkit that provides Advanced Text Processing technology for language identification, relevance, spam and data classification. It also features a Social Media Context module that presents contextual information from public sites, such as Facebook or Twitter and other internal databases. This gives agents or specialists a more complete profile of the customer and a clearer understanding of how the social media contact is taking place. 

Avaya Aura® Contact Center
A standards-based, robust, software-only solution that facilitates agents and knowledge workers to efficiently and effectively collaborate with customers and partners across multiple media types. 

Contact Center Routing and Reporting
This routing and reporting function receives customer service requests through existing email interfaces within Avaya Aura® Contact Center, Avaya Interaction Center, or Avaya Contact Center Express. The agent’s desktop application displays specific contextual information and processed data about the customer. 

Social Media Strategic Consulting
Avaya Strategic Consultants help to create a holistic, internal social media strategy that helps increase overall workforce collaboration. Consultants will outline inbound and outbound social media communication plans and align to customer service and marketing initiatives 

Avaya Professional Services Implementation and Delivery
Your business will receive comprehensive service delivery from design to implementation to develop and deploy Social Media Manager and Avaya Aura® Contact Center applications. 

Avaya Dialog Designer
This tool combines computer telephony and database integration features into social media applications. It also provides web services based interfaces to the Social Media toolkit. 
 

 

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