Bringing Social Media Interactions into the Contact Center

Avaya

Abstract:

Increasingly, how a company or organization engages with communications taking place on various social media platforms reflects on their brand, whether they like it or not.

For companies or organizations considering bringing social media interactions into the contact center, this paper offers answers to questions that are likely being discussed throughout your business. The questions revolve around whether there is a need to address social media, the benefits that can be derived today and in the future, and the technology decisions involved with incorporating social media into contact center operations.

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