presence social media product sheet (english)
TRANSCRIPT
Africa: + 27 11 461 3286CALA: + 57 (1) 381 9386
Europe: +34 93 10 10 300USA: +1 800 847 3309
Presence Social Media
Presence Social Media unveils a new means of communication betweenContact Centers and users. This solution connects Contact Centers andclients via new communication channel available in web 2.0 (such as Twitter,Facebook, Google Buzz), unifying interactions among these channels andtraditional Contact Centers channels management.
Presence Social media is the answer for Contact Centersthat need to adapt their resources to the latest Internetcommunication trend: Social Networks.
Social Networks have changed the way we talk to peopleworldwide. This new way of communicating represents ahuge communication revolution in every sense. Nowadays,access to information is easier, faster and cheaper than whatit was some years ago. We are now able to communicateand interact with others through social networks, fromanywhere in the world or through any Internet terminal anytime, any place.
Sometimes, a company’s product reviews are shared,posted, commented and discussed over the Internetin real time. In most cases, however, this feedbackis never seen by the companies and their lack ofresponse causes them to miss opportunities tointeract with actual and potential customers.Additionally, companies could use this informationto redesign their organization’s strategies andimprove its products and services.
How can organizations interact in a faster andmore flexible way with their users through thesenetworks? Presence Social Media extends theability to the Contact Center to tweet, postmessages, answer messages and even to manageinstant messaging in real time with the traditionalchannels in Presence Suite. Presence Social Mediaintegrates, via a single interface, a variety of tasks, suchas blending of multichannel interactions with back-office
tasks, as well as any communication through social networks.
With Presence, companies are able to integrate new channelsquickly and easily. In most cases, it will blend in with yourcurrent applications so that your agents can become evenmore productive.
Benefits• Cost Reduction: Your Contact Center will be able to manage
these new channels through one centralized tool.• Minimal infrastructure requirements: You will only need Internet
Access, corporate accounts in Twitter, Facebook, Google Buzz,etc and sufficient bandwidth.
• Help with Search Engine Optimization: Social Networks expanda Contact Center’s exposure on the Internet and Web 2.0.
• Consolidated and unified Information: It offers all the informationrelated to each customer interaction through a single consolidatedinterface. Companies can make decisions based on real timeinformation.
• Blending Social Media and other common channels: It combinesContact Center services with social network interactions, withor without synchronization, which maximizes Contact Centerproductivity.
• It guides agent and their interactions at all times: Presence allowsintelligent routing or even complete automation of eachinteraction or established communication to improve workflowand reduce training times.
BusinessStrategy
Contact CenterManagement
AgentsWorkforce
Soc
ial I
nteractions Conventional Interactions
Real Tim
e / Historical Reporting & Managem
ent
Media Gateway
Presence
Scripting Business Applic
atio
ns
Self Service
Unified Agent Toolb
ar
Intelligent Routing
Voice
Text Chat
Col
.Multi-MediaACD
Customers
Contact center
Powered by Presence Technology
Africa: + 27 11 461 3286CALA: + 57 (1) 381 9386
Europe: +34 93 10 10 300USA: +1 800 847 3309
Presence Voice Outbound Presence Messaging
Presence Internet
Presence Back Office
Presence Scripting
Presence Intelligent Routing
Presence Reporting
Presence IVR
Presence Voice Inbound
Presence AgentPresence Social Media Presence Supervisor
Presence Recording
Highlightsa Channel unification between back-office tasks and
social networks via one interface.a Routing and Sorting are based on business information,
interaction text content or data input by the customer.a Spam blockinga Real time and historical reporting.
a Same front-end interface for user and supervisor,avoiding complex agent training, operations and humanerror.
a Spell check, template selection and pre-defined answersfor text messaging.
Presence Suite Modules
Presence RoboDialer
Presence OpenGate
Use Model
a Creates an interface between the social media networkand Presence Suite, any interaction is processed aspart of the Suite.
a Presence Suite treats the social network interactionthe same way it treats other tasks. This allows theSuite to assign the task to the most qualified agent,controlling the work flow from end to end.
Presence supports social networks:The combination of these two modules offers the mostcomplete management solution, regardless of what cannelis being used.
All-in-One Suite and Multipoint Solution
EUROPEOrense, 68 - 4º Izq28020 MadridSpainT: (+34) 93 10 10 300
Comte Urgell, 240 3º08036 BarcelonaSpainT:(+34) 93 10 10 300
NORTH AMERICA1200 Ashwood ParkwaySuite 410Atlanta, GA 30338T: +1 800 847 3309
CARIBEAN &LATIN AMERICACalle 64ª No 2150Manizales CaldasColombiaT: +57(1) 381 9386
AFRICAT: +27 11 461 3286