Interactive Intelligence and Buzzient have partnered to provide an integrated social media monitoring, routing and reporting solution. The agreement combines Buzzient’s social media analysis and integration capabilities with the Interactive Intelligence multichannel queuing, routing and reporting applications for more effective and efficient handling of online social media content.
The combined offering enables enterprises and contact centers to monitor social media “chatter” on Facebook, LinkedIn, Twitter and other sites for customer-defined keywords. It then routes the content as e-mail messages to the most appropriate individual or department based on business rules and agent skill. For instance, social media interactions can be tagged with quantitative sentiment scores for tone (positive, negative, neutral), then routed to the right person in the organization according to vertical focus (financial, retail, gaming, insurance, healthcare), product, competitor’s name, or any other pre-determined rule.
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