Consumers now broadcast their opinions instantly to thousands, or even millions, of people from wherever they are. Social Dynamx quickly identifies relevant conversations and intelligently routes them to the appropriate company service agents to be addressed, while tracking and measuring results according to contact center-specific service level agreements (SLAs).
More than 70 percent of tweets to companies today go unanswered and only 5 percent of Facebook wall posts on brand pages ever receive answers. Much of the reason is that today’s tools cannot scale to address large companies’ needs.
The platform surrounds a service agent with productivity accelerators designed for scale and the ability to streamline responses in the consumer’s channel of choice. Social Dynamx also integrates and extends value with standard CRM, knowledge bases and peer-to-peer support forums and has the ability to learn which knowledge articles deliver the most accurate recommended response for agents.
Platform highlights include:
- Role-specific interface for agents, supervisors and managers
- Automated prioritization and matching
- SLA-driven analytics
- Advanced conversation management
- Enterprise-scale workflows across distributed teams
- Continuous self-learning
- Pre-built enterprise ecosystem integrations (CRM, Listening and Knowledge)
Facilitating real time one-on-one conversations and support, the Social Dynamx solution allows agents, supervisors and managers to work through interfaces designed specifically for them. By quickly matching agents with social media posts Social Dynamx lets companies rapidly solve customer issues with high accuracy and transform potential detractors into brand advocates. Service agents no longer have to "alt-tab" their way through disconnected application or search siloed information, and now social media teams become more accountable with analytics and metrics geared toward customer success.
Mark Cohen . "
Phil Blum . "
Social Dynamx is a registered trademark of Social Dynamx, Inc. All other trademarks and product names are the property of their respective companies.
SOURCE Social Dynamx