It is always a pleasure to meet fellow experts in the corporate sustainability space, hearing about their successes and challenges. Now, more than ever, these conversations and sharing of ideas takes place across various social media platforms. This is an area we have tried to leverage effectively over the last 18 months here @Avaya, on this blog, over @greenavaya and facebook/linkedin. I think the results are quite encouraging, and we are now at a reality where we get more input and visibility through our social media channels than any other medium. In fact, whenever a fellow sustainability professional asks my advice for increasing engagement across their stakeholders, my first recommendation is to proactively and transparently communicate via social media channels.
From working with my fellow bloggers and others across Avaya, I know that other areas of our company have seen similar successes from embracing and leveraging social media. After all, these spaces are where an organization can have a two way conversation with their customers and employees, to name two critical stakeholders for any company. In this vein, we are pleased to integrate Avaya's Social Media Manager in the newly announced CC solution, Avaya Aura® Contact Center 6.2.
Avaya's Social Media Manager: This innovative product enables businesses to analyze and categorize social media posts then route them to the correct agent/contact point for handling, thereby providing a differentiated and social customer experience. In essence, Social Media Manager automates monitoring and processes social media conversations regarding your products, services, customers and prospects, or anything else you would like to monitor, the entire brand across the various social media platform. This helps organizations to strengthen existing relationships, capitalize on new opportunities and reduce missed ones.
Avaya Social Media Manager enables companies to bring social media into an agent desktop--like any other multimedia channel--to more effectively use the large amounts of content found in social media forums. Key capabilities include:
- Automatic monitoring of customer feedback using key words or phrases set by a business. This helps agents avoid a 'tweet deluge' so they only receive the most relevant social media messages requiring attention.
- Sentiment tracking by assigning a score to social media communications such as tweets (i.e. higher positive number = more positive sentiment). This can identify trends in real-time, and the users driving them, to enable fast, relevant responses.
- 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.
eWeek writes: 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.
Two Avaya communication pro's weigh in on their own Social Media experiences
Louise Tucker, senior manager, Social Media eMarketing writes,
Nowadays it's becoming more and more important to go beyond traditional media to increase brand exposure and market messaging to the masses and generate opportunities and sales. Tools such as Facebook, Twitter, LinkedIn, et al, allow us to 'keep our conversation going' outside of normal business hours and environments.
Kellie Walenciak, editor of Avaya's weekly In Touch newsletter,
I don't think anyone can deny that social media has brought the world closer together. Growing up, my father would always remind me how small the world is (although in my young mind it seemed really, really big). As I reflect on his words today, I know what he meant. The world is smaller than we realize. And the explosion of social media has made our world that much smaller. For example, LinkedIn keeps me connected to the industry and my communications profession. Groups help me stay current on traditional and non-traditional communication trends, as well as leading capabilities in the interactive and portal spaces. All of this is hugely beneficial to what I do for Avaya. Facebook has become my one-stop shop for news and information in which I'm interested. By "liking" their pages, I get articles delivered from commentators such as Christopher Hitchens, Fareed Zakaria and Kathleen Parker. I'm able to keep up with running, fitness, spinning, cycling and other pages of interest such as Runner's World, Shape magazine, Women's Health and Fitness, Livestrong, Vegetarian Times (which, by the way, has great recipes), et al. It's been nothing short of wins for me in these interactive settings.
What is your experience in social media? I am always curious to hear of both successes and challenges in the social media space. If you are interested in learning more about social media manager, get in touch with me or any avaya rep.
Comments
My experience in social media being the "go-to" guy for TRA360 has been all positive. First off, the exposure I generate for a modest hourly wage far exceeds that of a similar traditional advertising medium. People have begun to look at TRA360 as a source of valued information and those people contain a large percentage of our target demographics. It's challenging to get an interaction with the audience because we are B2B, but I feel it will come naturally as the network expands.
Posted 15 Jul 2011 at 01:20 PM