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Customer Connections Social Media Manager
 

Customer Connections Social Media Manager

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Description of Avaya's Social Media Manager integration options and overview of how it works. Last updated in October 2011 while newer release is forthcoming.

Description of Avaya's Social Media Manager integration options and overview of how it works. Last updated in October 2011 while newer release is forthcoming.

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    Customer Connections Social Media Manager Customer Connections Social Media Manager Presentation Transcript

    • Avaya Customer ConnectionsSocial Media ManagerOverview – October 2011
    • What is Social Media?© 2010 Avaya Inc. All rights reserved. 2011 2
    • Different Types of Social Media Blogs Social Networks Microblogs Forums Social Media Sharing Media Virtual Worlds Video Streaming Multi-Player Games© 2011 Avaya Inc. All rights reserved. 3
    • Social Media Conversations Consumers are interacting on social media… Companies need to be listening! 3 out of 4 93% of consumers 60% of consumers consumers use believe a company say they interact with social technology should have a companies on the presence in social web social media Forrester, The Growth of Social Cone Business in Social Media, Cone Business in Social Media, Technology Adoption, 2009 2009 2009© 2011 Avaya Inc. All rights reserved. 4
    • Rapid Growth of Customers/Business Relationships on Social Media Customers are connecting with businesses, despite privacy concerns… Fans Followers Starbucks 15,300,4000 Zappos 1,700,000 Coca-Cola 14,000,700 JetBlue 1,590,000 Adidas 4,490,000 Dell Outlet 1,550,000 BMW 2,427,000 Southwest Air 1,000,000 Gucci 1,779,000 Starbucks 930,000 Sony Ericcson 1,554,000 Wynn Resort 340,000 Pizza Hut 1,497,000 Sony Playstation 330,000Source: Facebook and twittercounter.com web sites © 2011 Avaya Inc. All rights reserved. 5
    • Avaya Customer ConnectionsSocial Media ManagerI supported CJ’s Charity Walk Weekhttp://www.charity.org #CJ Thousands of items are retrieved based on search resultsCJet airlines swings to $161M loss in thirdquarter –bizjournals.comhttp://bit.ly/2OUCRV 30% identified as SPAMCJet voters, dont let a golden opportunity pass or irrelevant;us by CJet County Independent Dear reader,are you one who.. http://bit.ly/3qWX2 70% identified as relevantIf CJet could just play nice & bump me to alater flight this would just uncomplicate things. Of that 70%, 2% are actionableNo joy on 2 CJet flights. Back through security and are routed to agentagain to mothership 30,000 SPAM items & Out of 70,000 relevant items, 100,000 Total Items irrelevant items removed 1,400 actionable items remain© 2011 Avaya Inc. All rights reserved. 6
    • Social Media ConversationsSpecific Mentions Direct keywords and specific mentions Automatic Reaching out and expecting answers Classification Reservations Services Flight Delays Route to Correct Resources© 2011 Avaya Inc. All rights reserved. 7
    • Social Media Conversations Topic Searches RELEVANT General keywords, conversational words NOT RELEVANT xThese should not go to an agent... x x © 2011 Avaya Inc. All rights reserved. 8
    • Social Media ProcessingAutomating Social Media Scan and process events from social media using existing Avaya Contact Center infrastructure Standard Media Inbound Contact Center Contact Social Media Avaya Managed Social Contact Agents & Media Routing Experts Manager Generic© 2011 Avaya Inc. All rights reserved. 9
    • Avaya Social Media Manager Integration Gather  Potential Interactions from Channels Analyze  Interactions Using Analysis Engines  Efficiently and Automatically Process Process Social Media Integrate  Provide Tools and Integration© 2011 Avaya Inc. All rights reserved.
    • Social and Internal ContextDelivering Personalized Customer Service Inbound Contact Center Contact Social Media Avaya Social Automated Contact Managed Media Processing Routing Agents & Manager Experts  Activity level  Order history Social Context Internal Context  Associations  Interaction history  Post history  Customer  Location preferences© 2011 Avaya Inc. All rights reserved. 11
    • Social and Internal ContextMatching Data Social Context Internal Context  Collect same as phone # and email during registration  Store if discovered by agent  Potential match from social data (name, birthday, email, phone, location data)© 2011 Avaya Inc. All rights reserved. 12
    • Avaya Social Media Manager –Social Context Discover Social Context Leverage Internal Context Query known social media  Access enterprise / CRM accounts data Twitter: posts, location, etc.  Integrate customer-specific order history, transaction Facebook: posts, posting data, etc. attributes and resonance (likes/dislikes/comments),  Automated responses and user posting behavior and status through knowledge history (also across base information competitors’ pages), user profiles  Package context information for agent routing© 2011 Avaya Inc. All rights reserved. 13
    • Automated ProcessingAnalysis and Routing Inbound Contact Center Contact Social Media Avaya Social Automated Contact Managed Media Processing Routing Agents & Manager Experts  Leverage responder/agent skills  Language, product, etc.  Tracking and reporting  Alternate notification© 2011 Avaya Inc. All rights reserved.
    • Avaya Social Media Manager –AACC Agent receives Facebook postStandard Agent Skills BasedDesktop and Tools Routing Values (Premium – English)IncomingFacebook PostWork Item User Social Context Details and LocationCustomerHistoryTextAnalysisSummary© 2011 Avaya Inc. All rights reserved. 15
    • Avaya Social Media ManagerIntegration Social Media  Gateway, Toolkit, Integrate with existing CC, Manager 15 patents pending Social Media  Poll for messages on multiple channelsManager Gateway  Send interactions to CC (NEW)  Provide outbound capabilities Social Media  Advanced Text ProcessingManager Toolkit  Language ID (19+ languages) (NEW)  Social Media Context Dialog Designer  Create Social Media dialog apps (Std Prod)  Integrate with existing data sources and dialog logic  Skills based routing to agents. Contact Center  Social Media work items via email (Std Prod)  Standard reporting© 2011 Avaya Inc. All rights reserved. 16
    • Avaya Social Media Manager Architecture Avaya Existing Contact Center Avaya Social Media Manager Direct Contact Center Channels Dialog Designer Social Media Managed Manager SMM Reporting Agents & Web Admin Design Experts Dialog App 3rd Party Deployment Social MM Server Contact Center App Server Blended CSW Social Media Agent Routing Social Media Manager Toolkit AACC, CC7.x, AIC Manager Text Processing Gateway Social / Internal Context Outbound / Agent Feedback CRM Context GenericChannels © 2011 Avaya Inc. All rights reserved. 17
    • Twitter Demo© 2010 Avaya Inc. All rights reserved. 2011 18
    • Avaya Customer Connections Social MediaManagerA CJet customer is frustrated!  CJet customer is frustrated.  AcmeDave noticed the higher bag fees.  The negative sentiment is posted out on the web for all to read.© 2011 Avaya Inc. All rights reserved. 19
    • Avaya Customer Connections Social MediaManagerDialog Designer analyzes incoming Tweets Relevance Analysis Actionable Classification Compose Work Item© 2011 Avaya Inc. All rights reserved. 20
    • Avaya Customer Connections Social Media Manager AACC Agent receives TweetStandard Agent Skills BasedDesktop and Tools Routing Values (Premium – English)Incoming TweetWork ItemCustomerHistoryText AnalysisSummaryUser Social ContextHistory and Location © 2011 Avaya Inc. All rights reserved.
    • Avaya Customer Connections Social MediaManagerExtended social context when available Include Maps if Location Available© 2011 Avaya Inc. All rights reserved. 22
    • Avaya Customer Connections Social MediaManagerAgent creates reply to troubled customer  Agent looks up customer account and determines he is a frequent flyer.  Agent points out the benefit of frequent flyer no bag fee policy.  Public reply will promote benefits of CJet frequent flyer program  Use @reply for public or direct reply for private messages© 2011 Avaya Inc. All rights reserved. 23
    • Facebook Demo Screens© 2010 Avaya Inc. All rights reserved. 2011 24
    • Avaya Social Media Manager A CJet customer is frustrated! CJet Customer Posts Problem on Facebook WallUsers who “like”CJet page can postto wall © 2011 Avaya Inc. All rights reserved. 25
    • Avaya Social Media ManagerDialog Designer Analyzes Facebook Posts Relevance Analysis Actionable Classification Compose Work Item© 2011 Avaya Inc. All rights reserved. 26
    • Avaya Social Media Manager AACC Agent Receives Facebook postStandard Agent Skills BasedDesktop and Tools Routing Values (Premium – English)IncomingFacebook PostWork Item User Social Context Details and LocationCustomerHistoryText AnalysisSummary © 2011 Avaya Inc. All rights reserved. 27
    • Avaya Social Media ManagerAgent Response Customer Post Agent Response, stored for tracking© 2011 Avaya Inc. All rights reserved. 28
    • Avaya Social Media ManagerA CJet customer is frustrated! Customer PostAgentResponse fromCJet account© 2011 Avaya Inc. All rights reserved. 29
    • Administration and Configuration Screens© 2010 Avaya Inc. All rights reserved. 2011 30
    • Avaya Social Media ManagerChannel Configuration Channel Type Text Processing Domain Twitter Query Term Dialog Application© 2011 Avaya Inc. All rights reserved.
    • Avaya Social Media Manager Relevance Workbench Language Parameters Word ManagementScore Information © 2011 Avaya Inc. All rights reserved.
    • Avaya Social Media Manager Social Media Post Summary Sort ParametersPosts By Language Posts By Classification © 2011 Avaya Inc. All rights reserved.
    • Follow Avaya on these channels  Avaya  Avaya Deutschland  @avaya  Avaya LatAm  @avaya_support  Avaya Brazil  @avaya_UK  @avaya_D  @avaya_FR  http://www.youtube.com/avaya  @avaya_Canada  @avayaAPAC  @avaya_Latam  http://www.linkedin.com/company/1494  @avayasmallbiz  Over 100 other Avaya groups and related  @devconnect© 2011 Avaya Inc. All rights reserved.
    • Avaya’s Certified Social MediaStrategists Christian Goffi Global Lead Social Media +1.786.331.0774 @christiangoffi cgoffi@avaya.com http://www.avaya.com/blogs/archives/author/christian-goffi/ Andrew Maher Managing Principal +49.69.7505.96121 @serviceplease20 amaher@avaya.com http://about.me/andrewmaher Peter Finney Managing Principal +44.1483.309469 http://socialmedia-academy.com/ @peterfinney pfinney@avaya.com http://xeeme.com/peterfinney© 2011 Avaya Inc. All rights reserved.