Avaya Customer Connections Social Media Manager Overview – October 2011
Sep 13, 2014
Avaya Customer Connections Social Media Manager
Overview – October 2011
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What is Social Media?
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Blogs
Different Types of Social Media
3
Social Media
Social Networks
Microblogs Forums
Media Sharing
Video Streaming
Virtual Worlds
Multi-Player Games
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60% of consumers say they interact with
companies on the social web
3 out of 4 consumers use
social technology
4
93% of consumers believe a company
should have a presence in social media
Cone Business in Social Media, 2009
Forrester, The Growth of Social Technology Adoption, 2009
Cone Business in Social Media, 2009
Consumers are interacting on social media… Companies need to be listening!
Social Media Conversations
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Rapid Growth of Customers/Business Relationships on Social Media
5
Customers are connecting with businesses, despite privacy concerns…
Source: Facebook and twittercounter.com web sites
Zappos
JetBlue
Dell Outlet
Southwest Air
Starbucks
Wynn Resort
Sony Playstation
1,700,000
1,590,000
1,550,000
1,000,000
930,000
340,000
330,000
Followers
Starbucks Coca-Cola
Adidas
BMW
Gucci
Sony Ericcson
Pizza Hut
15,300,4000 14,000,700
4,490,000
2,427,000
1,779,000
1,554,000
1,497,000
Fans
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Avaya Customer Connections Social Media Manager
6
I supported CJ’s Charity Walk Week
http://www.charity.org #CJ
CJet airlines swings to $161M loss in third
quarter –bizjournals.comhttp://bit.ly/2OUCRV
CJet voters, don't let a golden opportunity pass
us by CJet County Independent Dear reader,
are you one who.. http://bit.ly/3qWX2
If CJet could just play nice & bump me to a
later flight this would just uncomplicate things.
No joy on 2 CJet flights. Back through security
again to mothership
Out of 70,000 relevant items,
1,400 actionable items remain
30,000 SPAM items &
irrelevant items removed 100,000 Total Items
Thousands of items are retrieved
based on search results
30% identified as SPAM
or irrelevant;
70% identified as relevant
Of that 70%, 2% are actionable
and are routed to agent
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Social Media Conversations Specific Mentions
7
Direct keywords and specific mentions
Reaching out and expecting answers
Route to Correct Resources
Reservations
Services
Flight Delays
Automatic
Classification
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Social Media Conversations Topic Searches
8
x
x x
RELEVANT
General keywords,
conversational words
NOT RELEVANT
These should not go to an
agent...
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Social Media Processing Automating Social Media
9
Avaya
Social
Media
Manager
Standard Media
Social Media
Generic
Contact
Routing
Managed
Agents &
Experts
Scan and process events from social media using existing Avaya Contact Center infrastructure
Contact Center Inbound
Contact
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Potential Interactions from Channels Gather
Avaya Social Media Manager Integration
Interactions Using Analysis Engines Analyze
Efficiently and Automatically Process
Social Media Process
Provide Tools and Integration Integrate
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Social and Internal Context Delivering Personalized Customer Service
11
Avaya
Social
Media
Manager
Social Media
Contact
Routing
Managed
Agents &
Experts
Contact Center Inbound
Contact
Automated
Processing
Social Context Internal Context Order history
Interaction
history
Customer
preferences
Activity level
Associations
Post history
Location
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Social and Internal Context Matching Data
12
Social Context Internal Context
Collect same as phone # and
email during registration
Store if discovered by agent
Potential match from social
data (name, birthday, email,
phone, location data)
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Avaya Social Media Manager – Social Context
Query known social media accounts
Twitter: posts, location, etc.
Facebook: posts, posting attributes and resonance (likes/dislikes/comments), user posting behavior and history (also across competitors’ pages), user profiles
Access enterprise / CRM data
Integrate customer-specific order history, transaction data, etc.
Automated responses and status through knowledge base information
Package context information for agent routing
13
Discover Social Context Leverage Internal Context
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Automated Processing Analysis and Routing
Avaya
Social
Media
Manager
Social Media
Contact
Routing
Managed
Agents &
Experts
Contact Center Inbound
Contact
Automated
Processing
Leverage responder/agent skills
Language, product, etc.
Tracking and reporting
Alternate notification
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Avaya Social Media Manager – AACC Agent receives Facebook post
15
Standard Agent Desktop and Tools
Incoming Facebook Post Work Item
Text Analysis Summary
User Social Context Details and Location
Skills Based Routing Values (Premium – English)
Customer History
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Gateway, Toolkit, Integrate with existing CC,
15 patents pending
Poll for messages on multiple channels
Send interactions to CC
Provide outbound capabilities
Advanced Text Processing
Language ID (19+ languages)
Social Media Context
Social Media
Manager
Social Media
Manager Gateway
(NEW)
Social Media
Manager Toolkit
(NEW)
Create Social Media dialog apps
Integrate with existing data sources and dialog logic Dialog Designer
(Std Prod)
Skills based routing to agents.
Social Media work items via email
Standard reporting
Contact Center
(Std Prod)
Avaya Social Media Manager Integration
16
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Avaya Social Media Manager Architecture
17
Dialog Designer
Contact Center
Generic
Channels
Direct
Channels
Outbound /
Agent
Feedback
Dialog App
Deployment
Reporting
3rd Party
Managed
Agents &
Experts
CRM
Context
Social Media
Manager
Gateway
Contact Center
Blended
Agent Routing
AACC, CC7.x, AIC
App Server
Social Media
Manager Toolkit
Avaya Existing Contact Center
Avaya Social Media Manager
Text Processing
Social / Internal
Context
Social MM Server
Social Media
Manager
Web Admin
SMM
Design
CSW
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Twitter Demo
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Avaya Customer Connections Social Media Manager A CJet customer is frustrated!
19
CJet customer is frustrated.
AcmeDave noticed the higher bag fees.
The negative sentiment is posted out on the web for all to read.
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Avaya Customer Connections Social Media Manager Dialog Designer analyzes incoming Tweets
20
Compose Work Item
Relevance Analysis
Actionable Classification
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Avaya Customer Connections Social Media Manager AACC Agent receives Tweet
Standard Agent Desktop and Tools
Incoming Tweet Work Item
Text Analysis Summary
User Social Context History and Location
Skills Based Routing Values (Premium – English)
Customer History
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Avaya Customer Connections Social Media Manager Extended social context when available
22
Include Maps if Location Available
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Avaya Customer Connections Social Media Manager Agent creates reply to troubled customer
23
Agent looks up customer account and determines he is a frequent flyer.
Agent points out the benefit of frequent flyer no bag fee policy.
Public reply will promote benefits of CJet frequent flyer program
Use @reply for public or direct reply for private messages
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Facebook Demo Screens
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Avaya Social Media Manager A CJet customer is frustrated!
25
CJet Customer Posts Problem on Facebook Wall
Users who “like” CJet page can post to wall
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Avaya Social Media Manager Dialog Designer Analyzes Facebook Posts
26
Compose Work Item
Relevance Analysis
Actionable Classification
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Avaya Social Media Manager AACC Agent Receives Facebook post
27
Standard Agent Desktop and Tools
Incoming Facebook Post Work Item
Text Analysis Summary
User Social Context Details and Location
Skills Based Routing Values (Premium – English)
Customer History
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Avaya Social Media Manager Agent Response
28
Customer Post
Agent Response, stored for tracking
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Avaya Social Media Manager A CJet customer is frustrated!
29
Customer Post
Agent Response from CJet account
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Administration and Configuration Screens
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Avaya Social Media Manager Channel Configuration
Channel Type
Twitter Query Term
Text Processing Domain
Dialog Application
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Avaya Social Media Manager Relevance Workbench
Language Parameters
Score Information
Word Management
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Avaya Social Media Manager Social Media Post Summary
Sort Parameters
Posts By Language
Posts By Classification
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Avaya’s Certified Social Media Strategists
Christian Goffi Global Lead Social Media +1.786.331.0774 @christiangoffi [email protected] http://www.avaya.com/blogs/archives/author/christian-goffi/
Andrew Maher Managing Principal +49.69.7505.96121 @serviceplease20 [email protected] http://about.me/andrewmaher
Peter Finney Managing Principal +44.1483.309469 @peterfinney [email protected] http://xeeme.com/peterfinney
http://socialmedia-academy.com/