Buzzient and

Interactive Intelligence CIC

Bringing Social into the Contact Center October 2012

© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

Your Customers are talking…about YOU Are YOU listening?

© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

Customers are becoming conditioned to using Social Media to report problems and issues.

© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

But don’t forget your champions and potential new customers are out there too.

© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

But unlike email, phone, etc. communication from this channel is NOT directed to you

© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

Yet your customers are EXPECTING you to hear them and act

© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

But the problem is how to get social into your contact center

Because isn’t your contact center listening and responding on other

channels like email, phone and chat?

© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

Buzzient Integrates with CIC and CRM apps so you can Listen and Respond

Buzzient harvests social content according to your keywords

Buzzient stores and analyzes the content

Buzzient routes posts needing action into CIC

Posts about problems, issues, sales interest, product opinion, etc.

Respond to posts, visualize content and analytics

Routing can be via your automated rules or ad hoc

© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

Buzzient-CIC Integration

CIC 2.  Posts needing action are

sent to CIC as emails

4.  To respond, the agent clicks a link in the message, launches Buzzient and responds

1.  Buzzient harvests and analyzes posts and provides the agents’ social content app

Agent

3.  CIC routes as email

© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

Buzzient-CIC Integration

  Very straightforward   Setup an email address in CIC where Buzzient sends

posts for routing   Setup any routing rules in CIC

  Subscribe to Buzzient and start harvesting based on keywords (company name, products, competitors, etc.)   Optionally setup automated rules to send posts matching opinion

or term criteria   Configure agents (initial setup by Buzzient other specifics by

customer)

© 2012 Buzzient, Inc. Buzzient Confidential - Not to be copied or reproduced

Buzzient

  For more information:   http://www.buzzient.com   http://www.buzzient.com/interactive-intelligence/   http://www.buzzient.com/pricing/   sales@buzzient.com

  For information on Buzzient integrations to apps such as CRM:   http://www.buzzient.com/applications/