a global provider of business communications and collaboration solutions and
services, introduced new services and capabilities to help businesses more
effectively incorporate social media into their customer sales and service
announcement is part of Avaya’s launch of new contact center solutions to help
businesses drive competitively differentiated customer experiences across an
array of multimedia channels, including social media.
Avaya‘s latest social media
developments are driven by Avaya Social
Media Manager, an integrated solution that allows businesses to
scan social media content in an automated fashion; analyzes the content for
relevance; and then enables customer service agents to take action. It can be
used to enhance agent and customer experiences, improve branding and increase
revenue streams via social media-driven customer service.
is a new generation of customers and agents that are very comfortable with
social media, so having the right tools and services to maximize it are
essential. Avaya enables us to effectively use social media as a service for
our clients, who count on us to ensure their customers receive superior and
satisfying experiences on a daily basis,” said Higinio Sanchez, CEO, Motiva.
“Avaya Aura Contact Center with Social Media Manager enables us to
integrate social media right into an agent’s desktop, which puts a customer’s
phone calls, emails, chats and social media messages all in the same view —
something that not all agent desktops can effectively do. This, along with
Avaya’s new social media consulting for contact centers, enables us to bring
our customer service to a whole new level,” Sanchez added.