Avaya Social Media Manager by PacketBase


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Avaya Customer Connections Social Media Manager improves the efficiency of social media responses in your contact center and reduces social media monitoring costs by allowing you to focus only on meaningful, actionable interactions. The solution gathers
potential customer interactions, whether sales opportunities or customer complaints. It supports efficient prioritizing, routing, measuring and reporting of social media traffic in a process that blends seamlessly with other contact center operations.

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Avaya Social Media Manager by PacketBase

  1. 1. avaya.com The Avaya Customer Connections Portfolio Are you giving your customers what they want… in ways that work for you? Making a strong connection with customers has never been easier — or more demanded. Certainly, there are more channels than ever to make connections, including Web sites, instant messages, e-mail, social networks and mobile devices, not to mention the store floor or plain old telephone. But are you really connecting? Are you ready and able to give customers the interactive experience The Avaya Customer Connections Every day, Avaya technology experts they’ve come to expect, whenever Portfolio can help. The portfolio is an are hard at work in Avaya Labs, our and wherever they want it? array of next-generation solutions that world-class research and development can equip you to offer the multimedia operations, and in the real world, where interactions expected by today’s our software development experts help always-on, on-the-go consumers, customers solve problems and compete. while increasing the effectiveness Collaborating with our customers, we and productivity of your organization. leverage these efforts to create new features, applications and technologies. OvervieW 1
  2. 2. avaya.com Avaya Customer Connections Video allows sharing of screens, text messaging, voice and video. Importantly, the solution enables contact center agents to continue taking voice calls when no video work is in queue. Avaya Customer Connections Web Another Customer Connections Portfolio component provides the same rich functionality for situations where a customer wants to engage in a voice or face-to-face video conversation from a personal computer. The Avaya Customer Connections Web solution enables voice, videoconference and collaboration sessions between agents, experts or other enterprise resources and end users with access to an Internet-connected PC. Like Avaya Customer Connections Video, The Avaya Customer Connections Portfolio loan. A mobile phone user needs a new Avaya Customer Connections Web builds on builds on what’s happening in the labs and handset but also wants high-speed Internet existing contact center skills and routing in our customers’ businesses. It packages access at home. infrastructure. It can help reduce costs by these technology advances into solutions enabling sharing of limited resources and that support rich, two-way customer In either situation, there is often a problem: improving agent productivity and effective- communication and integrate seamlessly no one on-site who can handle both requests. ness. Agents can continue to handle with existing contact center operations — The Avaya Customer Connections Portfolio telephony voice calls in addition to Avaya all with the goal of addressing urgent provides tools to overcome this limitation. Customer Connections Web sessions. And business issues with practical, effective by providing browser-based access, the Avaya Customer Connections Video solutions. The portfolio comprises three solution provides consumers with access toolsets: video-enabled communications, Avaya Customer Connections Video enables to the contact center without requiring social media interactions and mobile face-to-face connection between customers installation of proprietary software. communications. at the branch or storefront and representatives in the contact center — essentially over-the- Avaya Customer Connections Web can counter interaction as if both people were in also be deployed for uses such as remote Getting the picture with the same room. The customer can be at an consultation in retail, healthcare, hospitality video communications in-location kiosk or at a terminal in a sales and government agency settings, among or service associate’s cubicle or office. Avaya many others. It’s not unusual for someone to walk into a Customer Connections Video provides ready business with more than one need. A bank access to centralized or off-site expertise customer wants to open a checking account while leveraging existing investments in and ask about getting a home improvement call segmentation and routing technologies. 2
  3. 3. avaya.com Capturing social media Using analysis engines, Avaya Customer want to do is make a phone call or navigate Connections Social Media Manager identifies lengthy interactive voice response menus opportunities in the spam, ranks the relevance of social media or wait on hold for a contact center contact center postings, classifies topics and tracks trends. representative. It automates responses when possible Social media has become a preeminent using existing FAQs and documentation. Avaya Customer Connections Mobile over- communications channel for people to seek comes this barrier. In much the same way information and express their opinions about Avaya Customer Connections an ATM terminal condenses user options to a company and its offerings. The contact Social Media a few buttons from which to choose, Avaya center is emerging as “command central” Customer Connections Mobile compresses for businesses to monitor social media Facebook is no longer a Web site or social IVR options into an easy-to-use touch-screen conversations and engage with customers network. It is a communications platform mobile application menu offering selections using social channels. used by 400 million people.1 such as technical support, order status and Avaya Customer Connections Social Media account information. Easy to see, easier to The Avaya Customer Connections Portfolio enables a business to communicate with use, Avaya Customer Connections Mobile fits includes powerful tools to help you keep its customers through their Social Network the lifestyle of people in motion and allows up with and capitalize on the fast-paced presence. It creates a framework to communi- you to provide options that make sense for social media sphere. cate through calls, e-mail, instant messages your business. Avaya Customer Connections and video without the need for a phone Social Media Manager number or e-mail address. Customers simply install the Avaya Customer Connections A contact center for how Avaya Customer Connections Social Media Manager improves the efficiency of social Social Media application widget from people communicate your company’s Social Network page media responses in your contact center and Winning and keeping customers today or Web site to their Social Network reduces social media monitoring costs by requires that you not only offer the products account such as Facebook. allowing you to focus only on meaningful, and services people want, but communicate actionable interactions. The solution gathers with them in the way they choose. The Avaya Avaya Customer Connections Social Media potential customer interactions, whether Customer Connections Portfolio can help equip enables customers to connect face to face sales opportunities or customer complaints. your organization to meet today’s intense with contact center representatives in your It supports efficient prioritizing, routing, marketplace demands, while making full use company simply by clicking a link in their measuring and reporting of social media of your existing customer service investment. profiles. Information in the customers’ traffic in a process that blends seamlessly Facebook profiles provides representatives with other contact center operations. with invaluable information and context Learn more for the call. Avaya Customer Connections Social Media To learn more about the Avaya Customer Monitoring enables indirect mining of Connections Portfolio and other innovative Twitter, Facebook, blogs and other forums. Communicating with communications advances from the Avaya It supports use of third-party monitoring tools such as Radian6 and Networked customers on the go Emerging Products and Technologies group, talk to your Avaya Client Executive or Insights. And it integrates direct communica- More people than ever take care of business Authorized Business Partner. Also, visit tion through e-mail, phone and text messaging. using mobile devices. The last thing they us at www.avaya.com. 1 Facebook Fact Sheet, accessed March 5, 2010, http://www.facebook.com/press/info.php?statistics. 3
  4. 4. About Avaya Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information, please visit www.avaya.com. © 2010 Avaya Inc. All rights reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All trademarks identified by ®, TM or SM are registered marks, trademarks and service marks, respectively, of Avaya Inc. avaya.com All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms used herein. References to Avaya include the Nortel Enterprise business, which was acquired as of December 18, 2009. 03/10 • SVC4488