Avaya Japan Announces Contact Center Solution Enabling Customer Support through Social Media

20 May 2011
  • Social Media Manager monitors customer feedback in social media and allocate optimal contact-center operators
  • Social Media Manager provides customer support through social media by utilizing their current contact center infrastructure
TOKYO, JAPAN – Avaya Japan Ltd. today announced Social Media Manager, a contact center solution that enables customer support through social media.
 
Social Media Manager automatically monitors customer feedback in social media such as Twitter and Facebook, and uses keywords preset by a business to allocate optimal contact-center operators, with relevant knowledge and experience, to customer support. A feature of this solution is that social media support functions are seamlessly integrated into multimedia desktop applications for operators, making it possible to use a contact center platform for customer support through social media.
 
As social media users are increasing, a growing number of businesses respond to customer feedback and provide information through social media by using their official account. Currently, in many cases, such responses are overseen by the business' marketing, publicity, or Web division. However, rapid growth in social media users has increased the need for more effective customer support on social media. This has given rise to issues such as the need to prioritize information and the time and effort it takes to check with the appropriate person in charge before making a response.
 
In order to efficiently process inquiries, many contact centers allocate inbound calls to the operator who is able to provide the best response, in accordance with the customer’s profile and the content of the inquiry. By installing Social Media Manager, businesses can utilize their current contact center infrastructure to provide customer support through social media.
 
Social Media Manager works by adding the following applications to Avaya's communication platform, Avaya Aura, and contact center software, Avaya Aura Contact Center.
 
Social Media Gateway: Automatically monitors customer feedback using keywords preset by a business
Social Media Toolkit: Defines logics for allocating customer feedback, which were collected using Social Media Gateway, to the most appropriate operators in accordance with the keywords.
 
Tags
Contact Center, Social Media
 
About Avaya
Avaya is a global leader in business communications and collaboration, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
 
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

Aya Sakata, Media Relations

Avaya

+81-3-5575-8829

sakata@avaya.com

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