Interactive Intelligence and Buzzient have entered into an agreement to provide an integrated social media monitoring, routing and reporting offering that recognises content in more than 60 languages and supports sentiment analysis for English, German and French.
According to Interactive Intelligence, the agreement combines Buzzient’s social media analysis and integration capabilities with its multichannel queuing, routing and reporting applications for effective and efficient handling of online social media content.
The company claims that the combined offering enables enterprises and contact centres to monitor social media ‘chatter’ on Facebook, LinkedIn, Twitter and other sites for customer-defined keywords and then routes the content as e-mail messages to the most appropriate individual or department based on business rules and agent skill.
In addition, the offering also provides customisable, integrated reporting so organisations receive a comprehensive view of customer service, whether the content and interactions come from a phone call, fax, e-mail, Web chat, or social media platform.
Timothy Jones, CEO of Buzzient, said: "Most organisations today understand the benefits of social media applications, from improved customer service and retention, to better products and services.
"Without integration to a company’s communications routing and reporting systems, however, there is a far greater chance for wrong, inappropriate, or inefficient responses, which can turn minor customer annoyances into major public crises."
