OnviSource Integrates its New Contact Center Social Media Solution with Social Strategy1

By Michael Guta
TMCnet Contributing Writer

Not long ago the quality of a product was all that was needed to bring customers in, but that is no longer the case. Granted it is still true for a segment of the population, but today most consumers want a positive customer experience along with that quality product. To deliver on the many points of this experience, businesses have to integrate a range of technologies and services.

For a long time, typically solutions were available from different point solutions providers, making it a time consuming and costly process to find everything needed to create a more compelling customer experience.  To meet this challenge, OnviSource, a customer optimization provider, has integrated the social media platform of Social Strategy1 to create a new enterprise and contact center social media solution called OnviSocial in a single platform.

OnviSocial is being offered as software, cloud or managed services to deliver social media management, social media capture, engagement, and analytics. It also monitors contact center agents that are part of social media channels of an organization with an automated quality monitoring and assurance.

OnviSocial uses the social remarks, comments and other posts that have been discovered and collected by OnviSource and integrated into the company’s Unified and Automated Data Technology. Based on the sentiments of the posts, profiles are created which can be made available to contact center agents. The profiles can then be used by the agents to proactively contact customers through social media or other channels.

By using the Social Strategy1 data mining and analytics engine, OnviSocial can now analyze the web for mentions of a company’s products, services, competitors, employees and industry related references. This information can be gathered from social media, traditional media, blogs, video, other web sources and more.

With OnviSocial the contact center is socially enabled, meaning anytime the products and services a company offers is mentioned almost anywhere, agents can proactively and reactively engage and respond to negative and positive social comments.

“Contact centers require social media channels to be unified and operated similar to other channels and with comparable capabilities in capture, evaluation, QA, automated analytics, and the ability to empower the agents to effectively engage with social media channels, as they do with other contact center channels,” said Ray S. Naeini, Chairman and CEO of OnviSource.

There is no question social media has had an impact on how businesses operate, but many companies are struggling to effectively implement and use the technology. What OnviSocial looks to do is, deliver a single solution that lets companies listen and monitor events that take place online and make it readily available in a simple and digestible format.