Avaya Integrates Social Media with Sales and Customer Support

Vangie Beal

Updated · Jul 18, 2011

Avaya has announced Avaya Social Media Manager to inject social media in customer service agents’ desktops.

Avaya’s Social Media Manager integrates with the new version of its agent-assisted customer experience solution, Avaya Aura Contact Center 6.2, and can be used to enhance agent and customer experiences, improve branding and increase revenue streams via social media-driven customer service.

The result is a simpler, more productive way for workers to receive relevant social media messages, along with available customer history, and respond to it in a customer session, said Avaya.

Avaya’s announcement follows recent moves by call center rival Cisco Systems (NASDAQ: CSCO), which added social media monitoring and analytics to its contact center software last year.

Avaya said the new Social Media Manager helps companies complete numerous social tasks such as managing multimedia customer interactions, monitoring customer feedback using key words or phrases, tracking by assigning a score to social media communications to identify trends in real-time, and to suggest responses that will be provided to employees handling social media-driven customer inquiries.

The software allows customer service and support cases to be created through social media contact and continued on other communication channels used by the business, such as phone, email or text-based live chat.

In addition to offering Avaya Social Media Manager, the company has also announced social media consulting services designed to help businesses integrate a social media channel into their customer sales and service strategy.

The consulting services follow a consistent methodology — which includes a Social Assessment, Strategy Development, Roadmap Creation, and Adoption Plan — tailored according to a business’ specific requirements and that guide the company through a customer service evolution using social media.

The announcement is part of the company’s launch of new contact center solutions to help businesses drive competitively differentiated customer experiences across an array of multimedia channels, including social media, said Avaya.