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Avaya Customer Connections Social Media Manager Overview October 2011
36

Customer Connections Social Media Manager

Sep 13, 2014

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Description of Avaya's Social Media Manager integration options and overview of how it works. Last updated in October 2011 while newer release is forthcoming.
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Page 1: Customer Connections Social Media Manager

Avaya Customer Connections Social Media Manager

Overview – October 2011

Page 2: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved. 2 2 © 2010 Avaya Inc. All rights reserved. 2 © 2010 Avaya Inc. All rights reserved.

What is Social Media?

Page 3: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

Blogs

Different Types of Social Media

3

Social Media

Social Networks

Microblogs Forums

Media Sharing

Video Streaming

Virtual Worlds

Multi-Player Games

Page 4: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 5: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 6: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 7: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 8: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

Social Media Conversations Topic Searches

8

x

x x

RELEVANT

General keywords,

conversational words

NOT RELEVANT

These should not go to an

agent...

Page 9: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 10: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 11: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 12: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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)

Page 13: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 14: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 15: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 16: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 17: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 18: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved. 18 18 © 2010 Avaya Inc. All rights reserved. 18 © 2010 Avaya Inc. All rights reserved.

Twitter Demo

Page 19: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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.

Page 20: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

Avaya Customer Connections Social Media Manager Dialog Designer analyzes incoming Tweets

20

Compose Work Item

Relevance Analysis

Actionable Classification

Page 21: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 22: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

Avaya Customer Connections Social Media Manager Extended social context when available

22

Include Maps if Location Available

Page 23: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 24: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved. 24 24 © 2010 Avaya Inc. All rights reserved. 24 © 2010 Avaya Inc. All rights reserved.

Facebook Demo Screens

Page 25: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 26: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

Avaya Social Media Manager Dialog Designer Analyzes Facebook Posts

26

Compose Work Item

Relevance Analysis

Actionable Classification

Page 27: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

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

Page 28: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

Avaya Social Media Manager Agent Response

28

Customer Post

Agent Response, stored for tracking

Page 29: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

Avaya Social Media Manager A CJet customer is frustrated!

29

Customer Post

Agent Response from CJet account

Page 30: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved. 30 30 © 2010 Avaya Inc. All rights reserved. 30 © 2010 Avaya Inc. All rights reserved.

Administration and Configuration Screens

Page 31: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

Avaya Social Media Manager Channel Configuration

Channel Type

Twitter Query Term

Text Processing Domain

Dialog Application

Page 32: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

Avaya Social Media Manager Relevance Workbench

Language Parameters

Score Information

Word Management

Page 33: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

Avaya Social Media Manager Social Media Post Summary

Sort Parameters

Posts By Language

Posts By Classification

Page 34: Customer Connections Social Media Manager

© 2011 Avaya Inc. All rights reserved.

Follow Avaya on these channels

Avaya

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@avaya

@avaya_support

@avaya_UK

@avaya_D

@avaya_FR

@avaya_Canada

@avayaAPAC

@avaya_Latam

@avayasmallbiz

@devconnect

http://www.linkedin.com/company/1494

Over 100 other Avaya groups and related

http://www.youtube.com/avaya

Page 35: Customer Connections Social Media Manager