Interactive Intelligence (Nasdaq: ININ) and Buzzient have partnered to provide an integrated social media monitoring, routing and reporting solution.
The agreement combines Buzzient’s social media analysis and integration capabilities with the Interactive Intelligence multichannel queuing, routing and reporting applications for more effective and efficient handling of online social media content.The combined offering enables enterprises and contact centres to monitor social media “chatter” on Facebook, LinkedIn, Twitter and other sites for customer-defined keywords. It then routes the content as e-mail messages to the most appropriate individual or department based on business rules and agent skill. For instance, social media interactions can be tagged with quantitative sentiment scores for tone (positive, negative, neutral), then routed to the right person in the organisation according to vertical focus (financial, retail, gaming, insurance, healthcare), product, competitor’s name, or any other pre-determined rule.The offering also provides customisable, integrated reporting so organisations receive a comprehensive view of customer service, whether the content and interactions come from a phone call, fax, e-mail, Web chat, or social media platform. “Most organisations today understand the benefits of social media applications – from improved customer service and retention, to better products and services,” said Buzzient CEO, Timothy Jones. “Without integration to a company’s communications routing and reporting systems, however, there is a far greater chance for wrong, inappropriate, or inefficient responses, which can turn minor customer annoyances into major public crises.”“Social media now represents an amazingly fast-growing communications channel,” said Interactive Intelligence chief marketing officer, Joe Staples. “For years our solutions have enabled customers to effectively manage phone calls, faxes, e-mails, Web chats, and business objects. Buzzient now adds social media content to our multichannel mix, so regardless of the media type users are assured that information is routed to the right person for strengthened customer relationships and enhanced brand opinion.”The joint offering <http://www.inin.com/ProductSolutions/Pages/Social-Media-Integrations.aspx> includes monitoring across Facebook, LinkedIn, MySpace, Twitter, YouTube, blogs, wikis, online forums and other social media platforms. It recognises content in more than 60 languages and supports sentiment analysis for English, German and French.“In addition to collecting content in real-time from a huge number of online sources, Buzzient uniquely offers proven integration with enterprise applications in the contact centre and other customer relationship management operations,” Staples said. “This gives our joint customers a unique competitive edge.”For more information about the Interactive Intelligence and Buzzient integration, visit: www.inin.com/Buzzient-Integration
Buzzient Inc. uses patent-pending technology to automatically collect information from online sources in real-time, analyse the content based on customer specifications, then turn this social media data into actionable information through integration with contact centre and CRM applications from Oracle, Salesforce.com, Interactive Intelligence, and SugarCRM. The complete Buzzient Enterprise™ solution gives customers everything they need to leverage existing sales and customer support processes in the world of social media. Buzzient’s core technology was developed as a result of research conducted in collaboration with Google at the Center for Digital Business at MIT. The company was founded in 2008 and is headquartered in Cambridge, MA. Visit www.buzzient.com or www.twitter.com/Buzzient About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact centre automation, enterprise IP telephony, and enterprise messaging. The company was founded in 1994 and has more than 3,000 customers worldwide. Interactive Intelligence is among Software Magazine's top 500 global software and services suppliers, is ranked among NetworkWorld's top 200 North American networking vendors, is a BusinessWeek "hot growth 50" company, and is among FORTUNE Small Business magazine's top 100 fastest growing companies. The company is also positioned in the leaders quadrant of the Gartner 2008 Contact Centre Infrastructure, Worldwide Magic Quadrant report. Interactive Intelligence employs approximately 600 people and is headquartered in Indianapolis, Indiana. It has six global corporate offices with additional sales offices throughout North America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +61 2 8918 4800 or