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NEXT GENERATION SOCIAL ENGAGEMENT SOLUTIONS
Scott SwopeSenior Director, Enterprise Portfolio Strategy
© 2010 Convergys Corporation. All rights reserved.
LISTENTechnology to monitor social networks, blogs, forums and traditional media in realtime for sentiment scoring and analysis.
Monitor the Brand
Analyze Sentiment
Listen for Issues
DECIDE ENGAGE
Convergys Social Engagement Framework
2
© 2010 Convergys Corporation. All rights reserved.
Beyond the Social Listener
Social & Community Monitoring
Indexing and Sentiment Analysis
No Actionable Data
Marketing Centric
No Link to Contact Center
3
© 2010 Convergys Corporation. All rights reserved.
LISTEN ENGAGETechnology to monitor social networks, blogs, forums and traditional media in realtime for sentiment scoring and analysis.
Monitor the Brand
Analyze Sentiment
Listen for Issues
Intelligent, personalized and recommended actions, dynamically routed or responded to based on your business rules and policies.
Actionable Listening
Dynamic Decisioning
Intelligent Routing
Convergys Social Engagement Framework
4
DECIDE
© 2010 Convergys Corporation. All rights reserved.
Real-time Decisioning
25,000 Social Keyword ResultsShould Not Equal
25,000 Service Requests
Cases and SRs
Sentiment
Social Activity
Influence
Lifetime Value
Geography
Business Rules
Service History
Purchases
Decisioning Based On:
Why a Social Decisioning Engine?
5
© 2010 Convergys Corporation. All rights reserved.
Applying Our Contact Center Operational Best Practices
x1,000s
Natural Languagevs.
Keywords
Signal vs.
Noise
IntelligentEngagements
Decisioning Queuing
&Routing
Matching per day
Natural Language Processing
@JetBlue just lost my golf clubs in Phoenix. Awesome!
Missing Southwest about now.
Optimizing Social for the Contact Center
6
© 2010 Convergys Corporation. All rights reserved.
Powered by RTM solutions, or, utilize your existing investments in Cloud Monitoring and CRM Applications
LISTEN
Monitor the Brand
Analyze Sentiment
Listen for Issues
Skilled Social Advocates with in-depth training on facilitating and guiding online support and “collective / crowd sourced” resolutions
ENGAGE
Content Contributors
Community Moderators
Interaction Managers
Intelligent, personalized and recommended actions, dynamically routed or responded to based on business policies
DECIDE
Actionable Listening
Dynamic Decisioning
Intelligent Routing
Convergys Social Engagement Framework
7
© 2010 Convergys Corporation. All rights reserved.
The Front Lines of Social Engagement
Actionable Social Data Based on Rules and Policies
Community AdvocateControlled Environment
Social AdvocateContributing to Social Conversation
8
© 2010 Convergys Corporation. All rights reserved.
Self-S
erv
iceA
ssisted
Network Outage Use Case
Actionable ListeningRealtime Clustering
Natural Language ProcessingKPI Alerts
Recommended
Action
Intelligent Routing to Tier 2 Engineer
Prioritized Queue
Pro
activ
e
9
© 2010 Convergys Corporation. All rights reserved.
90 Days to Social
Discovery andSocial Graph
ChangeManagement
BetaDeployment
Full DeploymentPlanning
15 Days 15 Days 45 Days 15 Days
Deliverables
Social PresenceKey InfluencersKPIsCommunity Traffic
AnalysisSocial Network
Footprint
Deliverables
CC Processes Impact and Value
Assessment Industry Specific
Best PracticesOne Executive
Readout
Deliverables
Fully FunctionalNo DisruptionsMeasurable and
Defined Success Criteria
Two Executive Readouts on Results
Deliverables
Go-Live PlanRisk Mitigation Integration
ApproachArchitecture
RecommendationOne Executive
Readout
10