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Cisco SocialMiner: Developer Network Forum
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Agenda
Overview of SocialMiner
Review of Developer Tools
Examples of SocialMiner Gadget & API Usage
What’s New in SocialMiner 9.0
Roadmap
Q&A
Overview of SocialMiner
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Cisco SocialMinerSocial Media Customer Care
1. Capture
2. Analyze & Prioritize
3. Communication Workflow
4. AssignCustomer
Airline lost my luggage!
Social MediaCustomer Care Agent5. Engage
Cisco SocialMiner
5
Review of Developer Tools
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APIs
Configuration API
‒ Create/update/view feeds, campaigns, filters, notification
Serviceability API
‒ Get system health status e.g. status of services like email, XMPP, proxy etc
Chat & Push API
‒ Push new work items into SocialMiner
Search & Campaign results API
‒ Search query string in SocialMiner
‒ View SC belonging to a campaign
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Push Feed Push feed allows for the "push" of
social contacts directly to SocialMiner.
Allow 3rd parties to submit contacts directly to SocialMiner
Push feed has to be in XML format
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Script Filter Features
‒ Develop custom scripts to monitor and modify social contacts
‒ Script must be in Groovy scripting language. Runs on Groovy version 1.8
‒ SocialMiner performs a basic syntactic validation but cannot validate that the script will work as expected.
Benefits
‒ Integration with 3rd party APIs for a richer social media engagement experience
‒ Automate the application of tags on posts for prioritization and categorization
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Custom Reply Templates
Customize existing Twitter and Facebook reply templates
Develop new reply templates to post to other sites
Reply template is an OpenSocial gadget. Use HTML, CSS, Javascript to make modifications
Example of SocialMiner Gadget & API Usage
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Benefit of OpenSocial Gadgets
SocialMiner gadget in Cisco Finesse
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Utilize APIs for Customization
Spanlink MobileMiner
Social media monitoring solution from anywhere at any time
SocialWatch
Hosted service that enables proactive engagement with customers and prospects
What’s New in SocialMiner 9.0
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SocialMiner Release 9.0
•Ability to search for specific strings in social contacts
Basic Search
•Customers have the capability to save social contact replies (for Facebook and Twitter) and have them reviewed before they are released
Save Drafts
•Single session chat integration to Unified CCX Premium
Chat Integration to CCX
•Searchable full length chat transcripts with summary details
Chat Transcript UI
•Configurable chat timeout settings in chat feed
Chat Timeout Configuration
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Search Search string and results display
Auto search complete drop-down list
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Chat Transcript UI
Chat title becomes an active link after chat session closes.
Click on the link to open a window displaying the chat transcript.
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Save Draft Feature
Message marked as “Draft” and stored in “Show Draft” folder
Save Draft to save responses for review
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Chat Integration to UCCX
UCCX agent interface with integrated SocialMiner chat reply template
Roadmap
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SocialMiner Roadmap
8.5(5)Jan 2012
9.0(1)Mid 2012
Future -Post Mid 2012
Tag-based reporting Social media integration to UCCX Integration to UCCE DM conversation history Google+ Integration IE Support
Single session chat Chat feed type Agent chat UI Agent chat alias Customer chat UI
IE 8 support for chat UI improvements
Social contact layout Settings page layout
Chat integration to UCCX Chat transcript UI Chat timeout configuration Basic search Save draft functionality
*Future roadmap subject to change without notice
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Additional Resources
For more information regarding SocialMiner product literature, data sheets, software download, release and general information etc
http://www.cisco.com/en/US/products/ps11349/index.html
For SocialMiner user guide, developer guide and training videos visit:
http://docwiki.cisco.com/wiki/SocialMiner
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