Avaya Customer Connections Social Media Manager improves the efficiency of social media responses in your contact center and reduces social media monitoring costs by allowing you to focus only on meaningful, actionable interactions. The solution gathers potential customer interactions, whether sales opportunities or customer complaints. It supports efficient prioritizing, routing, measuring and reporting of social media traffic in a process that blends seamlessly with other contact center operations.

1. avaya.com
The Avaya
Customer
Connections
Portfolio
Are you giving your
customers what they want…
in ways that work for you?
Making a strong connection with
customers has never been easier —
or more demanded. Certainly, there
are more channels than ever to make
connections, including Web sites,
instant messages, e-mail, social
networks and mobile devices,
not to mention the store floor
or plain old telephone.
But are you really connecting?
Are you ready and able to give
customers the interactive experience
The Avaya Customer Connections Every day, Avaya technology experts
they’ve come to expect, whenever
Portfolio can help. The portfolio is an are hard at work in Avaya Labs, our
and wherever they want it? array of next-generation solutions that world-class research and development
can equip you to offer the multimedia operations, and in the real world, where
interactions expected by today’s our software development experts help
always-on, on-the-go consumers, customers solve problems and compete.
while increasing the effectiveness Collaborating with our customers, we
and productivity of your organization. leverage these efforts to create new
features, applications and technologies.
OvervieW 1

2. avaya.com
Avaya Customer Connections Video allows
sharing of screens, text messaging, voice
and video. Importantly, the solution enables
contact center agents to continue taking
voice calls when no video work is in queue.
Avaya Customer Connections Web
Another Customer Connections Portfolio
component provides the same rich
functionality for situations where a customer
wants to engage in a voice or face-to-face
video conversation from a personal computer.
The Avaya Customer Connections Web
solution enables voice, videoconference and
collaboration sessions between agents, experts
or other enterprise resources and end users
with access to an Internet-connected PC.
Like Avaya Customer Connections Video,
The Avaya Customer Connections Portfolio loan. A mobile phone user needs a new Avaya Customer Connections Web builds on
builds on what’s happening in the labs and handset but also wants high-speed Internet existing contact center skills and routing
in our customers’ businesses. It packages access at home. infrastructure. It can help reduce costs by
these technology advances into solutions enabling sharing of limited resources and
that support rich, two-way customer In either situation, there is often a problem:
improving agent productivity and effective-
communication and integrate seamlessly no one on-site who can handle both requests.
ness. Agents can continue to handle
with existing contact center operations — The Avaya Customer Connections Portfolio
telephony voice calls in addition to Avaya
all with the goal of addressing urgent provides tools to overcome this limitation.
Customer Connections Web sessions. And
business issues with practical, effective by providing browser-based access, the
Avaya Customer Connections Video
solutions. The portfolio comprises three solution provides consumers with access
toolsets: video-enabled communications, Avaya Customer Connections Video enables to the contact center without requiring
social media interactions and mobile face-to-face connection between customers installation of proprietary software.
communications. at the branch or storefront and representatives
in the contact center — essentially over-the- Avaya Customer Connections Web can
counter interaction as if both people were in also be deployed for uses such as remote
Getting the picture with the same room. The customer can be at an consultation in retail, healthcare, hospitality
video communications in-location kiosk or at a terminal in a sales and government agency settings, among
or service associate’s cubicle or office. Avaya many others.
It’s not unusual for someone to walk into a
Customer Connections Video provides ready
business with more than one need. A bank
access to centralized or off-site expertise
customer wants to open a checking account
while leveraging existing investments in
and ask about getting a home improvement
call segmentation and routing technologies.
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3. avaya.com
Capturing social media Using analysis engines, Avaya Customer want to do is make a phone call or navigate
Connections Social Media Manager identifies lengthy interactive voice response menus
opportunities in the spam, ranks the relevance of social media or wait on hold for a contact center
contact center postings, classifies topics and tracks trends. representative.
It automates responses when possible
Social media has become a preeminent
using existing FAQs and documentation. Avaya Customer Connections Mobile over-
communications channel for people to seek
comes this barrier. In much the same way
information and express their opinions about
Avaya Customer Connections an ATM terminal condenses user options to
a company and its offerings. The contact
Social Media a few buttons from which to choose, Avaya
center is emerging as “command central”
Customer Connections Mobile compresses
for businesses to monitor social media Facebook is no longer a Web site or social
IVR options into an easy-to-use touch-screen
conversations and engage with customers network. It is a communications platform
mobile application menu offering selections
using social channels. used by 400 million people.1
such as technical support, order status and
Avaya Customer Connections Social Media account information. Easy to see, easier to
The Avaya Customer Connections Portfolio
enables a business to communicate with use, Avaya Customer Connections Mobile fits
includes powerful tools to help you keep
its customers through their Social Network the lifestyle of people in motion and allows
up with and capitalize on the fast-paced
presence. It creates a framework to communi- you to provide options that make sense for
social media sphere.
cate through calls, e-mail, instant messages your business.
Avaya Customer Connections and video without the need for a phone
Social Media Manager number or e-mail address. Customers simply
install the Avaya Customer Connections
A contact center for how
Avaya Customer Connections Social Media
Manager improves the efficiency of social
Social Media application widget from people communicate
your company’s Social Network page
media responses in your contact center and Winning and keeping customers today
or Web site to their Social Network
reduces social media monitoring costs by requires that you not only offer the products
account such as Facebook.
allowing you to focus only on meaningful, and services people want, but communicate
actionable interactions. The solution gathers with them in the way they choose. The Avaya
Avaya Customer Connections Social Media
potential customer interactions, whether Customer Connections Portfolio can help equip
enables customers to connect face to face
sales opportunities or customer complaints. your organization to meet today’s intense
with contact center representatives in your
It supports efficient prioritizing, routing, marketplace demands, while making full use
company simply by clicking a link in their
measuring and reporting of social media of your existing customer service investment.
profiles. Information in the customers’
traffic in a process that blends seamlessly
Facebook profiles provides representatives
with other contact center operations.
with invaluable information and context
Learn more
for the call.
Avaya Customer Connections Social Media
To learn more about the Avaya Customer
Monitoring enables indirect mining of
Connections Portfolio and other innovative
Twitter, Facebook, blogs and other forums.
Communicating with communications advances from the Avaya
It supports use of third-party monitoring
tools such as Radian6 and Networked customers on the go Emerging Products and Technologies group,
talk to your Avaya Client Executive or
Insights. And it integrates direct communica- More people than ever take care of business
Authorized Business Partner. Also, visit
tion through e-mail, phone and text messaging. using mobile devices. The last thing they
us at www.avaya.com.
1
Facebook Fact Sheet, accessed March 5, 2010, http://www.facebook.com/press/info.php?statistics.
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4. About Avaya
Avaya is a global leader in enterprise communications systems. The company
provides unified communications, contact centers and related services directly
and through its channel partners to leading businesses and organizations
around the world. Enterprises of all sizes depend on Avaya for state-of-the-art
communications that improve efficiency, collaboration, customer service and
competitiveness. For more information, please visit www.avaya.com.
© 2010 Avaya Inc. All rights reserved.
Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the United States and other countries.
All trademarks identified by ®, TM or SM are registered marks, trademarks and service marks, respectively, of Avaya Inc. avaya.com
All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms used herein.
References to Avaya include the Nortel Enterprise business, which was acquired as of December 18, 2009.
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