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Overview
The multi-channel Contact Centre strategy MUST now include Social Media in its vision. Customers today have choices in how they communicate and its not just the telephone that is the preference! We now have a proliferation of dozens of new forms of communication: Internet, email, web messaging, VoIP, IM, video conferencing and now organisations are pressured as customers demand to communicate via their social media preferences. Twitter and Facebook are increasingly becoming part of the commercial landscape and businesses need ways to manage staff and meet their services quality. Utilising the power of CyQ, users can now ‘bolt-on’ our CySocial module, meaning even more reach and more power within your contact centre.
Most importantly the CyTrack Suite is not just about managing telephone calls, we can manage queue, route, escalate and respond to a range of multi-media communication methods – whether it be telephone, email, fax, IM, web call-back or even Facebook and Twitter!
Key Business Benefits
- Professionally measure & manage one of the newest and most exciting communications medias in recent time, Social Media
- Reach over 140 million Twitter and 500 million Facebook users
- Ensure not only calls, emails, faxes, call-back requests from the web, voicemails & SMSs but now also Tweets or Facebook posts are always directed to the best person for the job
- Get real-time Social Media marketing statistics and trends when measuring your Twitter and Facebook response with the CyReport BI Dashboard
- Complete Social Media alert management – so you know exactly when your marketing or advertising has hit the mark!
- Get full historical reports on all your Social Media marketing and client request with our CyReport BI module
- No requirements for any employee to have direct access to either of the Social Media sites throughout the contact centre. This means that you know your Social Media access isn’t being abused!
Main Features
System Features
- Real-Time Administration Interface
- Range of Queue Management Distribution Modes
- Skills-Based Routing
- Social Media Queue Priority & Overflow Management
- Integrated Reporting
- Configurable Completion & Wrap Up Codes
- Configurable Threshold Alarms with the CyReport BI Dashboard
CySocial™ Social Media Integration
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CySocial™ CySocial CyReport BI Dashboard real-time monitoring and alert management
One of the biggest unknowns with Facebook and Twitter, is being able to monitor the activity from your promotions or marketing through Social Media easily.
Because CySocial Facebook & Twitter integration is just like all other queues within the CyQ system, real-time statistics of your Facebook and Twitter activity can be shown as a value on your CyReport BI Dashboard. Take that a step further and you can set levels and thresholds within these values, to receive an SMS or email when a particular level is reached.
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