It’s been an exciting week with the announcement of our partnership with Interactive Intelligence. There’s been a great deal of interest and we’re looking forward to bringing our joint offering to customers. As the press release mentions, the combination of Buzzient Enterprise with Interactive Intelligence gives contact centers a way to take advantage of social media as an additional channel.
We’ve emphasized our integration with CRM applications quite a bit. But for many companies the first customer interaction is actually the contact center. Of course at some point during workflow, integrating social media posts with CRM applications for further action could come into play. Enabling the contact center to address the social channel as part of a multi-channel mix gives companies the opportunity to enhance their customer relationships without necessarily having to rely on a CRM system.
As a quick overview, Buzzient captures and analyzes social media posts according the customer’s requirements. Those meeting desired thresholds (e.g. sentiment rating, keywords, specific authors or sites) are forwarded to Interactive Intelligence Interaction Attendant for routing to agent queues according to the customer’s rules (and/or can be sent in an ad hoc manner.) Agents can then respond or take appropriate action on these posts.
Social media doesn’t need to be outside the contact center’s box any longer. Now social media can be routed and treated like email, chat, fax and phone.
