Social media software maker Avaya has launched a new offering that would help blur the barrier between social media and customer care.
The company has launched Avaya Aura Contact Centre 6.2 which comes integrated with Avaya Social Media Manager.
The tool will allow companies to revert back to product complaints and criticisms made on social media channels like Facebook and Twitter using traditional customer contact channels.
The company says that businesses will quickly be able to respond to critical customer complaint and feedback that can sometimes be missed. The tool has been designed to bring together the customer care agent, the expert and the customers offering a collaborative customer service experience.
Thanks to the integration with the Avaya Aura Communication Manager, the tool will be able to support 90,000 agents when it comes to scalability.
“Today's consumers use many more modes of communications -- e-mail, text, video and social media. As these multimedia requirements evolve into 'transmedia' needs -- characterized by the seamless transfer of information across all kinds of communications -- companies must effectively integrate all of these modes for consistency,” said Onkar Birk, general manager, Avaya Contact Centre Division
“Avaya addresses this with products driving high-quality customer experiences across various media, turning those experiences into competitive assets,” he added.