Aspect® a New Social Media Integration

By Neil Zawacki
Updated: August 15, 2011

Aspect® a New Social Media Integration

On August 15, 2011, Aspect announced the widespread availability of Aspect(R) Social Media Channel Integration. The solution is designed to allow businesses to use social media to engage in productive conversations with customers and answer various questions about products and services.

Aspect(R) Social Media Channel Integration will grant users access to complex work force rules, call center performance analytics, and workforce optimization. These features will help companies integrate social medial communication to a distinct channel and leverage the resources at their disposal. The engagement framework for the solution is also backed by Aspect(R) Unified IP(R), a special platform that facilitates next-generation customer communication.

Another benefit of Aspect Social Media Channel Integration is that it can identify and manage social media interactions from any tool that the company already has in place. Customers can also select specific search terms and factors to determine which interactions are relevant and require action. These interactions are then automatically directed to a specific employee or department that has been predetermined by the routing rules. This type of core interaction management will thus allow organizations to plan for social media interactions in advance.

Sheila McGee-Smith, president and principal analyst of McGee-Smith Analytics, released a short statement about the platform. She declared, “Aspect’s broad contact center solution portfolio allows them to leverage not only contact center routing, queuing and reporting but also workforce optimization and analytics to help companies maximize their social media investments.”

Related Categories
Featured Research
  • Baselining Best Practices

    IT must ensure new applications are rolled out quickly, reliably, and without risk, while at the same time guaranteeing performance and availability. Read this VirtualWisdom white paper to find out how to achieve application-aligned infrastructure performance, and more. more

  • Next Generation End User Experience Management: APM

    In an era of new technologies and cloud-based application delivery models, your business success depends on your ability to ensure optimal application performance and quality user experiences at all times. This complimentary white paper from AppNeta will enlighten you to the new frontiers in end user experience management and much more. more

  • Video: Create an Integrated, Collaborative Microsoft Lync Environment

    Consider HP as your Microsoft Lync Solutions provider! more

  • Optimizing Application Delivery to the Network Edge

    Increasingly, the success of business is being tied to the network. The transformation of the network and IT can help organizations deliver and support highly available applications and services while reacting more quickly to changes in the business environment. In this complimentary white paper from IDC, learn how HP can help its customers and partners improve the overall application experience. more

  • Networking Routers Buyer's Guide for SMB & Enterprise

    This buyer's guide presents an overview of leading products on the market today and aims to improve research for companies needing to purchase or upgrade their equipment. more

Related Articles