Social Media

PureConnect now supports capturing Facebook posts and Twitter messages. PureConnect administrators can configure Facebook and Twitter channels that create social media conversations anytime a visitor posts a comment on your corporate Facebook page or when your company is mentioned in a Tweet. These conversations become ACD-routed interactions. PureConnect routes these posts and messages as interactions to workgroups and agents.

Conditional Release of CX Insights and Social Media Features

PureConnect enables agents with the Social Media License to manage and respond to Facebook and Twitter social media messages. Agents can also record Social Media Interactions and manage these interactions in the My Quality Results view.

• Social Media Analytics

  Interaction-based StatServer statistics for Agent and Workgroup include those for Social Media channels similar to other digital channels already in place.

• Social Media Configuration

  You can enable and configure social media features in Interaction Connect.

• Social Media Interactions

  Interaction Connect enables agents to manage and respond to social media interactions. Social Media interactions are available only in Interaction Connect. Social Media interactions do not appear in Interaction Desktop.

• Social Media Recordings

  PureConnect supports the recording and playback of Social Media interactions. You can record and manage Social Media recordings through the Interaction Recorder Policy Editor. Interaction Connect supports Snippet recordings of these interactions.