cisco socialminer tools for social media customer care
TRANSCRIPT
© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public
Cisco SocialMiner: Developer Network
Forum
2
© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public
Agenda
Overview of SocialMiner
Review of Developer Tools
Examples of SocialMiner Gadget & API Usage
What’s New in SocialMiner 9.0
Roadmap
Q&A
3
Overview of SocialMiner
© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public
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
© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public
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
© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public
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
© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public
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
© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public
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
© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public
SocialMiner Release 9.0
• Ability to search for specific strings in social contactsBasic 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 PremiumChat Integration to CCX
• Searchable full length chat transcripts with summary details Chat Transcript UI
• Configurable chat timeout settings in chat feedChat Timeout Configuration
© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public
SearchSearch 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
Cisco Confidential 21© 2011 Cisco and/or its affiliates. All rights reserved.
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
© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public
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
© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public