Mitel Social Media Monitoring

Mitel Contact Centre Solutions social media monitoring application

Mitel Contact Centre Solutions now offers integration with a third-party social media monitoring application. This integration – delivered in concert with YUPIQ™ – will allow our Contact Centre customers to garner relevant information from the web regarding what is being said about their brand, product and services, and provide proactive and responsive messaging to social media sites, industry blogs, wikis, knowledge bases, and forums. This integration is supported with Contact Centre Solutions Release 5.8 and beyond.

According to Neilson Online, social networks (Facebook, LinkedIn, YouTube, Twitter, etc.) and blogs are the fourth most popular online activity, even more popular than personal email. As a result many statements can be made on the web about a specific company’s brand, services, and products and it is becoming increasingly important for businesses to garner and understand what is being said, and decide whether any proactive action is necessary in the interest of the company’s brand, customer satisfaction, retention, sales, etc.

With that in mind, Multimedia Contact Center Releases 5.8 (and 6.0 coming soon) now offers integration with a third-party social media monitoring application – delivered by YUPIQ – to allow our Contact Center customers to provide proactive and responsive messaging to social media sites, industry blogs, wikis, knowledge bases, and forums. YUPIQ’s application monitors social media sites and filters information for relevant posts and activity which can then be distributed to Multimedia Contact Centre agents and/or queues to review the posts and respond as necessary.

For more information on this and other Mitel products please call 0845 345 0045