Anana adds Social Influence

to Genesys Labs Contact Centre Solution with eServices

During recent explorations of multichannel and cross-channel communications in the Anana Briefing Centre much focus has been on Social Engagement. A Genesys Product Suite that enables the front-line customer services representative to engage in social network media and communications with customers of the enterprise in near real-time.  The capabilities of the Genesys eServices with Social Engagement are already second-to-none in the modern Call Centre and Contact Centre market but it is potentially missing one critical and valuable piece of information.

"The missing link in these initial releases of Social Engagement is the capability of adding the INFLUENCE of the customer to the attached data associated with the social interaction" said Dave Tidwell. He continues "It is already incredible that with Genesys technology the Enterprise can search the social-cloud for near real-time customer commentary or sentiment, and then score-it, check it for actionability, apply natural language processing to determine its likely impact and route it to the first qualified Customer Service Representative for immediate triage and action. For Anana Customers and Clients it is key to be able to not only send these interactions into the front-line for action; but also to attach data that describes how influential the customer is in social circles.  Being able to do this really amplifies the immediate business benefit"

Anana understands that Genesys aims to add these features natively to the product line in the near future and that they form very much part of the roadmap. Anana Social Influence measurement that forms part of the now integral ROUTING STRATEGY in the Anana Briefing Centre uses the INFLUENCE scoring mechanism of Klout.  "Anana can readily extend this feature to other scoring engines that are widely available with focus on different scoring elements quite readily" said Tidwell.

A more detailed exploration of this theme is posted in the Anana Team Blogs here

NOTE :: Anana has fully enabled Social-Engagement on its Genesys based Anana Briefing Centre and it is readily demonstrable at the Enterprise convenience. Please contact Anana to arrange your own briefing/workshop