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Incorporating Social Media into Your Contact Center

Social_Media_OutletsCustomer experience is significantly improved when the Voice of the Customer (VoC) is captured from all channels, including customer calls, desktop transactions, emails, chat and text; as well as social media. That’s why it’s beneficial to offer a social media management product like OnviSocial™ with a comprehensive set of management capabilities, including social media capture, engagement, and analytics; as well as automated quality monitoring and assurance of the agents involved with the social media channels.

Enterprises are now fully aware of the impact Twitter, Facebook, and other social media channels can have on their business, branding, and reputation; or the opportunities and business intelligence that can be discovered through monitoring the social media contents. Implementing a social media strategy into the contact centers significantly improves the overall customer experience by enabling contact center agents to proactively engage and respond to negative and positive social comments or requests; or take advantage of the opportunities that can be revealed from mining of the social media contents.

OnviSocial uses a powerful data mining and analytics engine and completes OnviSource’s Omni Channel solutions that currently offer automated capture, QA, analytics and actions for 100% of customer interactions. It is capable of evaluating the web contents for mentions of a company’s products, services, competitors – even employees and industry related mentions. Data can be gathered from many web sources including social media, traditional media, blogs, video and more. OnviSocial, leverages OnviSource’s enterprise and contact center optimization and automation knowledge to create an enterprise-wide solution that effectively utilizes and manages the social media.

Traditionally, contact centers have been slow adopters of social media as a powerful voice of  the customer channel.  This is mainly due to the fact that social media solutions were not fully integrated or unified within contact center technologies and processes. Contact centers require social media channels to be unified and operated similar to other channels and with comparable capabilities in capture, evaluation, QA, automated analytics, and the ability to empower the agents to effectively engage with social media channels, as they do with other contact center channels. OnviSocial fully integrates and makes social media channels manageable by contact centers the same way they manage all other channels.

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