Genesys Social Media Routing (CE19) for Genesys Engage on premises

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This topic is part of the manual Genesys Engage on-premisess Use Cases for version Public of Genesys Use Cases.
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Engage with your customers through social channels

What's the challenge?

As the volume of social network interactions continues to escalate, it’s clear that simply throwing more people onto Twitter and Facebook is not a sustainable solution — there needs to be a new evolution to a scalable model for managing social engagement.

What's the solution?

Monitor your business presence on relevant social media sites and easily identify and prioritize online comments. Automatically routing social media interactions across the enterprise to the right people brings new levels of scalability, consistency and responsiveness in your social media interaction strategies.

Story and Business Context

This functional use case enables companies to use Genesys Social Engagement to provide a consistent customer service experience across social media sites.

Use Case Benefits

Use Case Benefits Explanation
Reduced Administration Costs Eliminated manual monitoring/reporting by automating efforts through Genesys Social Engagement
Reduced Customer Churn Reduced customer churn by monitoring social sites and addressing issues through routing issues to best available resource

Summary

Consistently provide customer service across Twitter and Facebook by delivering interactions to the best available resource with social media public and private messaging. Agents are able to advice customers based on customer information and social media context. Standard responses enable your agents to provide consistent response to customers engaging via Facebook or Twitter.


Use Case Definition

Business Flow

(1) Business Flow - Twitter / Facebook Message

The following flows describe the use case from the perspective of the main actors, i.e. social media user and contact center agent.

The first flow shows how a Twitter message is handled:

Business Flow Description

  1. The user searches in Twitter/Facebook for the company's handles. User will post/tweet to the attention of the company, by posing a customer care issue.
  2. User will post/tweet to the attention of the company, by posing a customer care issue.
  3. Genesys monitors the Twitter/Facebook handles via predefined events and filters the message using keywords to determine actionability.
  4. Genesys verifies if a corresponding contact already exists in Genesys Contact History. The customer will be identified in the contact history by his Facebook / Twitter handle (if available)
    • If a contact does not exist (social handles are not associated to a registered user), Genesys creates a contact in the Universal contact database based on the customer data. Any following messages and agent replies are stored under this customer.
  5. Genesys verifies if the day is a normal operational day. If not, a special day message can be sent stating that the message will be answered once the service is back online. The special day message can be sent either publicly or in private mode.
  6. Genesys has the ability to determine if the operating hours of the service match the current time and day. If not, a standard message will be sent in response stating that the message will be answered once the service is back online. This message can be sent either publicly or in private mode.
  7. In addition, it is possible to define an emergency message that will be sent once the emergency process is activated. If the emergency setup is invoked, then the system can answer with some emergency message either publicly or in private mode.
  8. Genesys will search for an available agent with the correct skills.
    • If an agent is available, the interaction is routed to an agent.
    • If no agent is available, the interaction is queued until an agent becomes available
  9. The interaction is sent to the agent for appropriate response.
  10. The agent will decide if the interaction requires private comments.
    • If no private answer is required, he will reply via the company facebook page or company's twitter handle
    • If private messaging is required, the interaction will be moved out of the public comment space and will be dealt with via private messaging (Twitter DM/FB messenger. See separate flow for FB messenger)
      • Best practice for the agent is to respond to a public message with a public response, indicating that the conversation might be moved to private.
    • The agent also has the ability to simply “like” the user comment, if this was considered as positive and no specific answer required.
    • Otherwise, no further action is taken.
  11. When the interaction is finished the agent can set a disposition code to register the outcome for reporting purposes.

Business Flow

(2) The next flow shows the handling of a Facebook message:

Business Flow Description

Business Flow

(3)

Business Flow Description

Business Flow Description – Reply with Facebook Messenger

  1. User will send a facebook message to the company (e.g. after having been asked by an agent to connect privately).
  2. The message will be stored with the customer contact in Genesys contact history
  3. Genesys verifies if the day is a normal operational day. If not, a special day message can be sent stating that the message will be answered once the service is back online. The special day message will be sent via facebook messenger.
  4. Genesys has the ability to determine if the operating hours of the service match the current time and day. If not, a standard message will be sent in response stating that the message will be answered once the service is back online. This message will be sent via facebook messenger.
  5. In addition, it is possible to define an emergency message that will be sent once the emergency process is activated. If the emergency setup is invoked, then the system can answer with some emergency message via facebook messenger.
  6. Genesys will search for an available agent with the correct skills.
    • If an agent is available, the interaction is routed to an agent.
    • If no agent is available, the interaction is queued until an agent becomes available
  7. The interaction is sent to the agent for appropriate response.
  8. A Facebook chat session is established between the customer and the agent.
  9. When the interaction is finished the agent can set a disposition code to register the outcome for reporting purposes.



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.