next generation social engagement

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

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© 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

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© 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

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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?

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© 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

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© 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

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© 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

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© 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

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© 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

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