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O nas

Make social media a valuable, easy-to-manage communication channelTo make social media management a well-coordinated and visibleprocess in your contact center, Interactive Intelligence offersintegrations to the social media monitoring solutions from Buzzientand RightNow. Start with the Customer Interaction Center™ (CIC)platform, integrate the Buzzient Enterprise™ or RightNow SocialExperience solution, and you turn your contact center into asocial media powerhouse.Monitor posts and Tweets as well as blogs on Facebook, Twitter,LinkedIn and other social networks. When user comments impact yourcompany, you’re able to route, respond, track and report on themaccordingly.Create a 360° social media view of customers to aid problemresolution and build your brand.Establish a “listening station” to stay current with consumeropinions on your products and services. You more effectivelygenerate leads, increase sales, strengthen customer loyalty, andprevent a potential crisis when opinions are negative.CIC, the ultimate routing engine for alerts and responsesThe ACD and multichannel queuing/email routing capabilities in CIClet you automate and manage social media just like any otherinteraction media. Route social media alerts using CIC’s priorityand skills-based routing, and instantly determine agentavailability with the CIC system’s real-time presence. You alsofacilitate the response process — CIC’s ACD feature lets you routesocial media responses via email, generic object or callback.Monitoring and reporting… total visibility into agent responsetimes and activitiesWith CIC’s real-time monitoring features, supervisors see exactlyhow much time agents spend responding to social media comments. CICadditionally generates detailed reports for all interactionactivity, while integration to the reporting and analytics toolsfrom Buzzient and RightNow let you tailor reports and buildactionable data for social media initiatives in particular.On-demand or scheduled, you get a full view of every social mediaactivity and outcome.No additional equipment requiredWith CIC in place, your contact center easily deploys either theBuzzient or RightNow solution in days, not weeks or months as withother social media solutions and contact center platforms.Monitor the social web via the cloudCIC’s SIP-based architecture for IP communications and cloudagility lets you easily support integrations to the cloudmonitoring tools from Buzzient and RightNow. If you have your ownpresence on Facebook or other social sites, you just as easilysupport direct email messages into the contact center and simplifythe response process to customers.