Social Media Services

Stay in Touch and Connected with Customers by Moving Social Media into the Contact Center

Almost Two Thirds of U.S. Businesses Monitor What Customers Say About Them on Social Networks. Are you Tracking the Buzz?

  • Improve customer engagements and scale your social media contact center operations. Measure brand health, optimize marketing effectiveness, manage promotional campaigns, and analyze the impact of social media on your contact center operational efficiency.
  • Tap into expert contact center application consultants and an experienced technical delivery team to plan, design, implement, and integrate solutions into your contact center and lab environments.
  • Work with Avaya consultants to get the most from your new social media capabilities. Develop and tune new applications for your contact center, including operational planning analysis and design expertise.
Align Social Media Strategy with Contact Center

Establishing Your Social Media Strategy

Devise an effective strategy and roadmap for taking advantage of social media opportunities in your contact center. Developing an approach that aligns with and reinforces your social media plans and social customer service is of upmost importance. And aligning your stakeholders around a common understanding of your social media opportunities helps assure ongoing success.

Develop Operational Plan for Social Media in the Contact Center

Developing Your Operational Plan

Your custom operational plan defines the people, processes and technology tools for bringing social media into your contact center. Major outcomes include a user adoption program for the contact center to facilitate interaction between your contact center, giving marketing and other teams social media responsibilities, and developing policies and guidelines that are consistent with your contact center governance structure.

Social Customer Service from Avaya

Putting Social Media to Work

Integrate filtering technology into your Avaya contact center environment so you can extract actionable contacts from social media feeds based on your business needs. As your needs increase and become more sophisticated, you can optimize the business rules. And as more customers use social media as a contact channel, you will be able to quickly and effectively respond to their needs.

Professional Services
Avaya Professional Services

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