Social Media Manager

Separate the news
from the noise.

Tap into social media
to quickly capture
opportunities and
customer issues.

Avaya Social Media Manager enables you to keep abreast of what your customers and would-be customers are saying. It helps you quickly identify the social media conversations most relevant to your business. This solution gathers data on interactions from social media channels and analyzes the data using intelligent engines. These interactions range from potential sales opportunity comments to general inquiries and complaints. Social Media Manager efficiently and automatically processes the social media interactions, delivering relevant actionable mentions to the appropriate resource for response. Because the solution focuses only on meaningful and actionable interactions, your business experiences improved efficiency and effectiveness of social media responses. Manual monitoring and processing expenses are also reduced.

Elements of the social media solution include:

Avaya Aura® Contact Center or Interaction Center
Avaya Social Media Manager
Avaya Professional Services Implementation
Advanced Applications Support

Integration with Avaya Aura® Contact Center for contact delivery enables use of existing infrastructure and resources—including agents—making the most of investments and talent. Integrated reports provide a full view of customer activity and insights. These reports help uncover new opportunities and modify business processes and strategies to increase revenue and profitability.

Avaya Social Media Manager
Avaya Aura® Contact Center
Contact Center Routing and Reporting
Social Media Strategic Consulting
Avaya Professional Services Implementation and Delivery
Avaya Dialog Designer

Avaya Social Media Manager

Social Media Manager polls interaction on multiple channels (Twitter, Facebook, RSS, 3rd party, etc.). It sends each interaction into Avaya Contact Center for handling. Social Media Manager incorporates a toolkit that provides Advanced Text Processing technology for language identification, relevance, spam and data classification. It also features a Social Media Context module that presents contextual information from public sites, such as Facebook or Twitter and other internal databases. This gives agents or specialists a more complete profile of the customer and a clearer understanding of how the social media contact is taking place.

Avaya Aura® Contact Center

A standards-based, robust, software-only solution that facilitates agents and knowledge workers to efficiently and effectively collaborate with customers and partners across multiple media types.

Contact Center Routing and Reporting

This routing and reporting function receives customer service requests through existing email interfaces within Avaya Aura® Contact Center, Avaya Interaction Center, or Avaya Contact Center Express. The agent’s desktop application displays specific contextual information and processed data about the customer.

Social Media Strategic Consulting

Avaya Strategic Consultants help to create a holistic, internal social media strategy that helps increase overall workforce collaboration. Consultants will outline inbound and outbound social media communication plans and align to customer service and marketing initiatives

Avaya Professional Services Implementation and Delivery

Your business will receive comprehensive service delivery from design to implementation to develop and deploy Social Media Manager and Avaya Aura® Contact Center applications.

Avaya Dialog Designer

This tool combines computer telephony and database integration features into social media applications. It also provides web services based interfaces to the Social Media toolkit.

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