Beyond the Social Listener No Actionable Data Marketing Centric No Link to Contact Center Indexing and Sentiment Analysis Social & Community Monitoring 3
Listen Engage Decide Technology to monitor social networks, blogs, forums and traditional media in realtime for sentiment scoring and analysis. Intelligent, personalized and recommended actions, dynamically routed or responded to based on your business rules and policies.
Decisioning Based On: Sentiment Social Activity Influence Real-time Decisioning Service History Lifetime Value Geography Purchases 25,000 Social Keyword Results Should Not Equal 25,000 Service Requests Business Rules Cases and SRs Why a Social Decisioning Engine? 5
Applying Our Contact Center Operational Best Practices 1,000s x per day Queuing & Routing Decisioning Matching Natural Language Processing @JetBlue just lost my golf clubs in Phoenix. Awesome! Missing Southwest about now. Natural Language vs. Keywords Signal vs. Noise Intelligent Engagements Optimizing Social for the Contact Center 6
Convergys Social Engagement Framework Listen Decide Engage Powered by RTM solutions, or, utilize your existing investments in Cloud Monitoring and CRM Applications Intelligent, personalized and recommended actions, dynamically routed or responded to based on business policies Skilled Social Advocates with in-depth training on facilitating and guiding online support and “collective / crowd sourced” resolutions