Datasquirt - CONTACT Social Product Launch September 2010

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Datasquirt - CONTACT Social Product Launch September 2010

  1. 1. CONTACT ™ Social Product Launch – September 2010
  2. 2. Contact ™ Social The world’s first social media contact centre platform
  3. 3. Social Media – contact centre pain <ul><li>Rapid adoption of social media by consumers </li></ul><ul><li>New pressure on contact centres: </li></ul><ul><ul><li>Quantity of inbound messages </li></ul></ul><ul><ul><li>Fast broadcast of complaints </li></ul></ul><ul><ul><li>Escalation of PR crises </li></ul></ul><ul><ul><li>Quality of outbound messages </li></ul></ul><ul><ul><li>Inability to route or prioritise </li></ul></ul><ul><ul><li>Risks of not measuring and reporting </li></ul></ul><ul><ul><li>Damaging brands and service levels </li></ul></ul><ul><li>Contact ™ Social from Datasquirt - removes this pain </li></ul><ul><li>Lets large contact centres excel at Social Media </li></ul>
  4. 4. Treats social media as just another channel <ul><li>Know </li></ul><ul><ul><li>Who says what about you, when on Twitter, Facebook etc </li></ul></ul><ul><ul><li>All messages tracked against Customer Record providing a complete interaction history </li></ul></ul><ul><ul><li>Full reporting and analytics </li></ul></ul><ul><ul><li>Monitoring and tracking of individual agent performance </li></ul></ul><ul><li>Prioritise comments </li></ul><ul><ul><li>Queuing and skill based routing </li></ul></ul><ul><ul><li>Scheduling and Broadcasts </li></ul></ul><ul><li>Manage social media messages </li></ul><ul><ul><li>Standard Message Templates </li></ul></ul><ul><ul><li>QA </li></ul></ul><ul><ul><li>Easy cross-channel messaging: eg Twitter  Email  Twitter </li></ul></ul>
  5. 5. Benefits of Contact ™ Social <ul><li>Makes it easy to manage social media in your contact centre </li></ul><ul><ul><li>Know </li></ul></ul><ul><ul><ul><li>The instant your customers comment about you </li></ul></ul></ul><ul><ul><ul><li>How social media is being handled across your contact centre </li></ul></ul></ul><ul><ul><li>Prioritise comments </li></ul></ul><ul><ul><ul><li>By top customers or influencers </li></ul></ul></ul><ul><ul><ul><li>By sentiment </li></ul></ul></ul><ul><ul><li>Manage social media messages </li></ul></ul><ul><ul><ul><li>As part of your call distribution system </li></ul></ul></ul><ul><ul><ul><li>With quality control functionality </li></ul></ul></ul><ul><li>Lets large contact centres excel at Social Media </li></ul>
  6. 6. Product Overview
  7. 7. The Technology <ul><li>Managed SaaS ( cloud ) solution </li></ul><ul><li>Proven, mature, robust technology </li></ul><ul><li>Multi-channel platform </li></ul><ul><li>Leverages published social media APIs </li></ul><ul><li>9 year old company with </li></ul><ul><ul><li>existing customers, </li></ul></ul><ul><ul><li>Proven channel s olutions </li></ul></ul><ul><ul><li>M arket-leading experience in multi-channel communications for large contact centres, internationally </li></ul></ul>
  8. 8. Roadmap <ul><li>General release September 2010 </li></ul><ul><ul><li>Available now </li></ul></ul><ul><ul><li>Includes twitter integration </li></ul></ul><ul><li>Royal Mail Group – first customer – piloting now </li></ul><ul><li>Facebook integration Q1 CY2011 </li></ul>
  9. 9. Selling CONTACT ™ Social <ul><li>Target market </li></ul><ul><ul><li>Contact centres in large orgs with many customers/end users </li></ul></ul><ul><ul><li>Likely to be trialling social media </li></ul></ul><ul><li>Benefits </li></ul><ul><ul><li>Designed specifically for call / contact centres </li></ul></ul><ul><ul><li>Turns pain into opportunity </li></ul></ul><ul><ul><li>Makes it easy to excel at social media </li></ul></ul><ul><ul><li>Improves efficiency and quality of handling </li></ul></ul><ul><li>Value </li></ul><ul><ul><li>From just 1500GBP month, very affordable vs hiring and risk </li></ul></ul>
  10. 10. CONTACT Social ™ - Resources <ul><li>At www.datasquirt.com/resellers/sellingcontactsocial </li></ul><ul><ul><li>This webinar </li></ul></ul><ul><ul><li>Videos – intro and short demo </li></ul></ul><ul><ul><li>Slide deck for customer presentations </li></ul></ul><ul><ul><li>Brochure as PDF </li></ul></ul><ul><ul><li>Key messages </li></ul></ul><ul><ul><li>Logos </li></ul></ul>
  11. 11. Screenshots – 1
  12. 12. Screenshots – 2
  13. 13. Screenshots - 3

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