Buzzient cic oct2012

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Buzzient cic oct2012

  1. 1. Buzzient andInteractive Intelligence CIC Bringing Social into the Contact Center October 2012
  2. 2. Your Customers are talking…about YOU Are YOU listening? © 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
  3. 3. Customers are becoming conditioned to using Social Media to report problems and issues. © 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
  4. 4. But don’t forget your champions andpotential new customers are out there too. © 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
  5. 5. But unlike email, phone, etc. communication from this channel is NOT directed to you © 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
  6. 6. Yet your customers are EXPECTING you to hear them and act © 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
  7. 7. But the problem is how to get social into your contact center Because isn’t your contact center listening and responding on other channels like email, phone and chat? © 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
  8. 8. Buzzient Integrates with CIC and CRM apps so you can Listen and RespondBuzzient harvests social Posts about problems,content according to issues, sales interest,your keywords product opinion, etc.Buzzient stores andanalyzes the contentBuzzient routes Routing can be viaposts needing your automatedaction into CIC rules or ad hoc Respond to posts, visualize content and analytics © 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
  9. 9. Buzzient-CIC Integration1.  Buzzient harvests and analyzes posts and provides 3.  CIC routes as the agents’ social content app email CIC 2.  Posts needing action are sent to CIC as emails 4.  To respond, the agent clicks a link in the message, launches Buzzient and responds Agent © 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
  10. 10. Buzzient-CIC Integration  Very straightforward  Setup an email address in CIC where Buzzient sends posts for routing   Setup any routing rules in CIC  Subscribe to Buzzient and start harvesting based on keywords (company name, products, competitors, etc.)   Optionally setup automated rules to send posts matching opinion or term criteria   Configure agents (initial setup by Buzzient other specifics by customer) © 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
  11. 11. Buzzient  For more information:   http://www.buzzient.com   http://www.buzzient.com/interactive-intelligence/   http://www.buzzient.com/pricing/   sales@buzzient.com  For information on Buzzient integrations to apps such as CRM:   http://www.buzzient.com/applications/ © 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

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