Buzzient cic oct2012
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Transcript of Buzzient cic oct2012
Buzzient and
Interactive Intelligence CIC
Bringing Social into the Contact Center October 2012
© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
Your Customers are talking…about YOU Are YOU listening?
© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
Customers are becoming conditioned to using Social Media to report problems and issues.
© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
But don’t forget your champions and potential new customers are out there too.
© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
But unlike email, phone, etc. communication from this channel is NOT directed to you
© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
Yet your customers are EXPECTING you to hear them and act
© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
But the problem is how to get social into your contact center
Because isn’t your contact center listening and responding on other
channels like email, phone and chat?
© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
Buzzient Integrates with CIC and CRM apps so you can Listen and Respond
Buzzient harvests social content according to your keywords
Buzzient stores and analyzes the content
Buzzient routes posts needing action into CIC
Posts about problems, issues, sales interest, product opinion, etc.
Respond to posts, visualize content and analytics
Routing can be via your automated rules or ad hoc
© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
Buzzient-CIC Integration
CIC 2. Posts needing action are
sent to CIC as emails
4. To respond, the agent clicks a link in the message, launches Buzzient and responds
1. Buzzient harvests and analyzes posts and provides the agents’ social content app
Agent
3. CIC routes as email
© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
Buzzient-CIC Integration
Very straightforward Setup an email address in CIC where Buzzient sends
posts for routing Setup any routing rules in CIC
Subscribe to Buzzient and start harvesting based on keywords (company name, products, competitors, etc.) Optionally setup automated rules to send posts matching opinion
or term criteria Configure agents (initial setup by Buzzient other specifics by
customer)
© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced
Buzzient
For more information: http://www.buzzient.com http://www.buzzient.com/interactive-intelligence/ http://www.buzzient.com/pricing/ [email protected]
For information on Buzzient integrations to apps such as CRM: http://www.buzzient.com/applications/