TOKYO, JAPAN, May 20, 2011 – Avaya Japan Ltd. today announced Social Media Manager, a contact center solution that enables customer support through social media.

Social Media Manager automatically monitors customer feedback in social media such as Twitter and Facebook, and uses keywords preset by a business to allocate optimal contact-center operators, with relevant knowledge and experience, to customer support. A feature of this solution is that social media support functions are seamlessly integrated into multimedia desktop applications for operators, making it possible to use a contact center platform for customer support through social media.

As social media users are increasing, a growing number of businesses respond to customer feedback and provide information through social media by using their official account. Currently, in many cases, such responses are overseen by the business’ marketing, publicity, or Web division. However, rapid growth in social media users has increased the need for more effective customer support on social media. This has given rise to issues such as the need to prioritize information and the time and effort it takes to check with the appropriate person in charge before making a response.

In order to efficiently process inquiries, many contact centers allocate inbound calls to the operator who is able to provide the best response, in accordance with the customer’s profile and the content of the inquiry. By installing Social Media Manager, businesses can utilize their current contact center infrastructure to provide customer support through social media.

Social Media Manager works by adding the following applications to Avaya’s communication platform, Avaya Aura, and contact center software, Avaya Aura Contact Center.

Social Media Gateway: Automatically monitors customer feedback using keywords preset by a business
Social Media Toolkit: Defines logics for allocating customer feedback, which were collected using Social Media Gateway, to the most appropriate operators in accordance with the keywords.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.webwire.com