© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public Cisco SocialMiner: Developer Network Forum 2

© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public 2

Cisco SocialMiner: Developer Network Forum

© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public 3

Agenda

Overview of SocialMiner

Review of Developer Tools

Examples of SocialMiner Gadget & API Usage

What’s New in SocialMiner 9.0

Roadmap

Q&A

Overview of SocialMiner

© 2012 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public

Cisco SocialMinerSocial Media Customer Care

1. Capture

2. Analyze & Prioritize

3. Communication Workflow

4. AssignCustomer

Airline lost my luggage!

Social MediaCustomer Care Agent5. Engage

Cisco SocialMiner

5

Review of Developer Tools


APIs

Configuration API

‒ Create/update/view feeds, campaigns, filters, notification

Serviceability API

‒ Get system health status e.g. status of services like email, XMPP, proxy etc

Chat & Push API

‒ Push new work items into SocialMiner

Search & Campaign results API

‒ Search query string in SocialMiner

‒ View SC belonging to a campaign


Push Feed Push feed allows for the "push" of

social contacts directly to SocialMiner.

Allow 3rd parties to submit contacts directly to SocialMiner

Push feed has to be in XML format


Script Filter Features

‒ Develop custom scripts to monitor and modify social contacts

‒ Script must be in Groovy scripting language. Runs on Groovy version 1.8

‒ SocialMiner performs a basic syntactic validation but cannot validate that the script will work as expected.

Benefits

‒ Integration with 3rd party APIs for a richer social media engagement experience

‒ Automate the application of tags on posts for prioritization and categorization


Custom Reply Templates

Customize existing Twitter and Facebook reply templates

Develop new reply templates to post to other sites

Reply template is an OpenSocial gadget. Use HTML, CSS, Javascript to make modifications

Example of SocialMiner Gadget & API Usage


Benefit of OpenSocial Gadgets

SocialMiner gadget in Cisco Finesse


Utilize APIs for Customization

Spanlink MobileMiner

Social media monitoring solution from anywhere at any time

SocialWatch

Hosted service that enables proactive engagement with customers and prospects

What’s New in SocialMiner 9.0


SocialMiner Release 9.0

•Ability to search for specific strings in social contacts

Basic Search

•Customers have the capability to save social contact replies (for Facebook and Twitter) and have them reviewed before they are released

Save Drafts

•Single session chat integration to Unified CCX Premium

Chat Integration to CCX

•Searchable full length chat transcripts with summary details

Chat Transcript UI

•Configurable chat timeout settings in chat feed

Chat Timeout Configuration


Search Search string and results display

Auto search complete drop-down list


Chat Transcript UI

Chat title becomes an active link after chat session closes.

Click on the link to open a window displaying the chat transcript.

http://docwiki-dev.cisco.com/w/images/e/ec/Chattranscriptpopup.png


Save Draft Feature

Message marked as “Draft” and stored in “Show Draft” folder

Save Draft to save responses for review


Chat Integration to UCCX

UCCX agent interface with integrated SocialMiner chat reply template

Roadmap

Cisco Confidential 21© 2011 Cisco and/or its affiliates. All rights reserved.

SocialMiner Roadmap

8.5(5)Jan 2012

9.0(1)Mid 2012

Future -Post Mid 2012

Tag-based reporting Social media integration to UCCX Integration to UCCE DM conversation history Google+ Integration IE Support

Single session chat Chat feed type Agent chat UI Agent chat alias Customer chat UI

IE 8 support for chat UI improvements

Social contact layout Settings page layout

Chat integration to UCCX Chat transcript UI Chat timeout configuration Basic search Save draft functionality

*Future roadmap subject to change without notice


Additional Resources

For more information regarding SocialMiner product literature, data sheets, software download, release and general information etc

http://www.cisco.com/en/US/products/ps11349/index.html

For SocialMiner user guide, developer guide and training videos visit:

http://docwiki.cisco.com/wiki/SocialMiner






Documents

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public Cisco SocialMiner: Developer Network Forum 2