Social media platforms can be integrated into the agent desktop through the Avaya Social Media Manager.
Business communications and
collaboration solutions and service provider Avaya announced the launch of
contact center products designed to address the challenges businesses face in
delivering customer sales and service in a multimedia world. The new products
aim to help improve both agent-assisted and automated service to drive more
personalized customer experiences across a growing array of media channels and
offer integration with social media platforms like Twitter and Facebook.
The Aura Contact Center 6.2
multimedia assisted care application helps enable businesses to solve customer
issues by bringing all parties-agent, expert and customer-along with customer
information, into a session. New capabilities include collaboration with
experts through integration with Avaya Session Manager. When a customer
arrives, the agent's portal displays the appropriate experts to handle the
query, and the experts' availability via presence. Managers can create custom
views or large groups of experts based on available times and skills.
customer service across multimedia channels increasingly means the creation of
sessions that not only bring together customers, agents and experts in a fast,
efficient way, but also retain a customer's context," said Drew Kraus,
research vice president at IT analytics firm Gartner. "The use of this
approach to serve the heightened expectations of consumers is a differentiator
for leading businesses."
Social media platforms can
be integrated into the agent desktop, making it possible for agents to
communicate with customers by automatically capturing and responding to
relevant Twitter feeds and Facebook updates. This can be achieved through
customer integration of Avaya Social Media Manager.
Avaya social media
consulting services let businesses integrate a social media channel into their
customer sales and service strategy. The services follow a methodology that
includes a social assessment, strategy development, roadmap creation and
adoption plan-tailored according to a business' specific requirements and that
guide the company through a customer service evolution using social media.
Other features include automatic
monitoring of customer feedback using key words or phrases set by a business,
which helps agents avoid a "tweet deluge" so they only receive the
most relevant social media messages requiring attention, and sentiment tracking
by assigning a score to social media communications such as tweets (i.e., a
higher positive number equals more positive sentiment) that can identify trends
in real time, and the users driving them.
In addition, suggested
responses can be provided to employees handling social media-driven customer
inquiries, taking topic and customer history into account, while still enabling
agents to personalize interactions with customers over social media. Aura
Contact Center 6.2's multimedia capabilities are also unified with Avaya's
automatic call distribution application, Aura Call Center Elite, enabling
unified desktop, reporting and administration.
"One of our goals as a
technology solutions provider is to help clients find the most productive way
to deliver customer service. This means serving customers through a range of multimedia
channels, including Web chat, email and now, social media," said Mike
Taylor, chief technology officer at communications firm Strategic Products and
Services. "In the past, this could be costly and require lots of
customization. Now, Avaya Aura Contact Center 6.2 makes multimedia service
simple and cost-effective by bringing many capabilities, like Web chat and
reporting, into a single solution. We offer it to our clients-and use it in our
own customer service strategy."