Overview of Buzzient i

1. Buzzient
and
Interactive Intelligence CIC
Bringing Social into the
Contact Center
October 2012

2. Your Customers are talking…about YOU
Are YOU listening?
© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

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. But don’t forget your champions and
potential new customers are out there too.
© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

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. Yet your customers are EXPECTING you to
hear them and act
© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

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. Buzzient Integrates with CIC and CRM apps
so you can Listen and Respond
Buzzient harvests social Posts about problems,
content according to issues, sales interest,
your keywords product opinion, etc.
Buzzient stores and
analyzes the content
Buzzient routes Routing can be via
posts needing your automated
action 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. Buzzient-CIC Integration
1. 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. 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. 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