Buzzient relays the buzz to Interactive Intelligence contact centre software

Stephen Withers
Friday, 09 July 2010 17:35

Business IT - Technology

An agreement between Buzzient and Interactive Intelligence has led to the integration of social media analysis tools with the latter's telephony and contact centre software.

Buzzient's technology (developed by Google and MIT)  automatically collects information from online sources in real-time, analyses the content based on customer specifications, then integrates the results with contact centre and CRM applications.

This capability has now been integrated with Interactive Intelligence's multichannel queuing, routing and reporting software.

It allows users to monitor social media sites including Facebook, LinkedIn MySpace, Twitter, YouTube, blogs and forums for keywords of interest. Matching content is routed to the relevant person or department, and can be automatically marked according to the tone of the text (positive, neutral, or negative).

"Most organisations today understand the benefits of social media applications, from improved customer service and retention, to better products and services," said Buzzient CEO Timothy Jones.

"Without integration to a company's communications routing and reporting systems, however, there is a far greater chance for wrong, inappropriate, or inefficient responses, which can turn minor customer annoyances into major public crises," he said.

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