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Social Media Gateway  
Transforming Social Media Public Relations Challenges into Sales and Service Opportunities
Current day customers can be as temperamental as they are vocal, and with social networks continuously extending their reach, bad news can sometimes spread alarmingly quickly.
ITNAVIGATOR’s Social Media Gateway cloud service is designed to mitigate social network-related risks by effectivly transforming public relations challenges into opportunity.
Cost-effectively delivered as SaaS (Software-as-a- Service) from the cloud, the solution integrates with Avaya, Cisco, Genesys, Interactive Intelligence, Presence and any other contact center offering. It also connects with all popular social networks, including Facebook and Twitter.
Social Media Gateway ultimately enables contact center personnel to search, filter, drill down into, extract, proactively engage and effectively address potentially harmful social media posts and tweets.
Key Features & Benefits:
Proactive engagement of negative publicity on popular social channels
Powerful sales opportunity generation, via rapid response to consumer recommendation requests and competitor promotions
Streamlined business routing, with full escalation and resolution monitoring support
Analytical reports with full dashboarding support and e-mail notifications
   
Social Media Engagement: SMG offers an easy to use interface to track your brands and products over the Social Media. With SMG you can easily view search results, Social Media insights such as sentiments and opinion leaders and most importantly being proactive by engaging customers conversations.
SMG Dashboard: With the SMG Dashboard users can customize their own personal views and reports in order to stay up-to-date with the Social buzz. Supervisors can also use the dashboard to learn their agents activities in the Social Media and approve Social Media responses.
 
Sentiment Tracking: SMG uses a unique Social Analysis Algorithm which gives you full insight about any Social Item that is tracked by SMG. You can use this information to learn about the Social Media power-users and their tone of content relating your brands and products.
 
SMG Reports: With more than 20 different out-of-the-box reports you can really take advantage of Social Media tracking using SMG.
 
 
Tactical, real-time contact center management and performance monitoring
 
 
 
 
myNAV
Agent dashboard for performance enhancement
 
 
 
 
VCA
Visual Contact Analyzer for in-depth contact center intelligence and insight
 
 
 
 
Social Media Gateway
Transforming social media public relations challenges into sales and service opportunities
 
 
Solutions
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NAV360° UC
Meticulously engineered to complement Avaya"s Aura platform, NAV360° UC integrates and centralizes the management of a broad range of unified communication systems and resources.
Social Media Gateway
Empower customer-facing organizations by enabling contact center personnel to proactively engage and effectively address potentially harmful social media communication.
 
Call: +1-(800)-542-0604