Alcatel-Lucent has introduced a new service to monitor, analyse and engage consumers over social media and traditional channels with the aim to provide visibility into customer engagement and community trends.
The new Genesys Social Engagement offering automates the process of monitoring communications from consumers through social media channels such as Facebook and Twitter.
In addition, the offering analyses the content for sentiment, determines whether it is actionable, and then prioritises it based on customer influence and service level objectives of the company.
Based on this analytical approach, the most suitable customer service agent, expert or back-office employee is then engaged.
The new offering includes reporting and analytic applications that allow enterprises to take proactive action to improve customer service and drive social interactions and conversations based on the latest engagement trends.
