Media Voice Services

Genesys Media Voice have involved into giant megaphone through which consumers can very publicly address customer service issues. And with studies showing that consumer are spending ever larger portions of their online time on social media sites, companies are likewise looking to connect with their customer s via this emerging platform. They have established presence on social media sites, created dedicated social media that post official company messages and respond to customer posts and begun monitoring what consumer post about their brands.

Benefits of Media Voice

• Listen to what customer are saying, allowing them to better understand the prevailing sentiment s about their products and services, as well as incorporate valuable tribal knowledge into their corporate knowledge bases.
• Prioritize social media interactions by social graph, SLA and business value and route, them to right resource - just as if they were phone calls into the contact center, enabling them to take appropriate action when warranted.
• Engage directly with customers using social media platforms to respond to, inform, and notify.
• Integrate social media interactions across marketing and customer service, as well as across customer touch points, to create a single customer service conversation, and to provide business executives with valuable insight via real-time and historical reporting.

Features of Media Voice

• Routing business rules and reporting.
• Out-of-the-box integration with twitter and face book.
• Integration with the lithium community platform.
• Open social monitoring interface.