Alcatel-Lucent’s Genesys Social Engagement solution helps organisations reach out to their customers by analysing communications and triggering the necessary course of action. The solution automates the monitoring of consumer communications in social media channels, and then provides valuable data and analysis for decision making.
Based on consumer communication, the solution determines the necessary course of action the consumer needs and acts on it. The company can then choose to relay the action either to a customer service agent, an expert or a back office employee.
“As social media becomes a more common and impactful customer channel, enterprises benefit from the ability to leverage existing IT and customer service investments to engage in social interactions, using a single platform that delivers continuity across all touch points,” the company statement said.
The Paris-headquartered company said the solution is part of the social media strategy it announced last year. The objective of the solution is to improve customer service, and drive social interactions and conversations based on the latest engagement trends.