Multimedia Contact Center YUPIQ Integration. Product Brief

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1 Multimedia Contact Center YUPIQ Integration Product Brief March 29, 2012

2 YUPIQ SOCIAL MEDIA The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation ( ). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes. No part of this document can be reproduced or transmitted in any form or by any means - electronic or mechanical - for any purpose without written permission from Mitel Networks Corporation. Mitel is a trademark of Mitel Networks Corporation. YUPIQ is a trademark of YUPIQ Solutions Ltd. Trademark of Mitel Networks Corporation Copyright 2012, Mitel Networks Corporation All rights reserved

3 Table of Contents Summary... 4 Benefits... 4 Key Features and Capabilities... 4 Monitor... 4 Filter... 4 Respond... 4 Measure... 5 YUPIQ Monitoring Components... 5 YUPIQ Social Media Monitoring Enterprise... 5 YUPIQ Social Media Monitoring Enterprise Filters... 6 Message Packs... 6 Deployment Options and Requirements... 6 Required Infrastructure... 7 Contacts... 7

4 YUPIQ SOCIAL MEDIA Summary YUPIQ s Social Media Monitoring Solution integrates with Mitel Multimedia Contact Center to monitor conversations as they occur on third-party, external social media sites. Through a series of advanced, intelligent filters, the YUPIQ Social Media Monitoring solution analyzes messages and automatically routes them to a Multimedia Contact Center Automatic Call Distribution (ACD) queue, where they are handled by a skilled agent. Filtering and automatic routing eliminates the need for intensive, manually social media monitoring that businesses often face when not using an integrated contact center solution. Using YUPIQ and Mitel s Multimedia Contact Center, agents can use their existing expertise to quickly address important social media messages while allowing the digital marketing team to focus on strategic projects instead of manual social media monitoring. Benefits Automatic discovery, filtering, and analysis of social media messages Build upon your Mitel Multimedia Contact Center investment Reduce the time it takes to respond to social media interactions by distributing the social work load to skilled agents Increase the quality of customer service through social media agents Monetize social media interactions turn followers into word-of-mouth marketers Key Features and Capabilities The YUPIQ Social Media Monitoring solution monitors conversations as they occur on third-party, external social media sites using Mitel s Multimedia Contact Center solution. The key features of this solution are based on the following social media workflow: monitor, filter, respond, measure. Monitor Facebook Twitter LinkedIn Blogs Forums RSS Feeds Filter Keywords (include and exclude) User message sentiment (positive, negative, neutral) Social media site User location (Twitter only) Respond Through social media interfaces (Facebook, Twitter, etc.) Through the YUPIQ Web-based interface Using pre-configured response templates In free form

5 YUPIQ SOCIAL MEDIA Measure The number of messages received The number of responses from your business Average time to respond Average message sentiment Contact Center Workflow The following social media workflow provides an example of how YUPIQ social media integration with Multimedia Contact Center can be used to provide customers with more flexible contact options, increase customer loyalty and satisfaction, and monetize social media by converting followers into word of mouth marketers. 1. Company XYZ has configured Mitel s Multimedia Contact Center for , chat, fax, and SMS contacts. 2. Company XYZ subscribes to YUPIQ Social Media Monitoring and configures the solution to filter and alarm on posts within social media sites (Facebook, Twitter, YouTube, etc.) using keywords such as Company XYZ, support, service, etc. 3. Company XYZ configures YUPIQ to send social media post notifications to their support@companyxyz.com address, which corresponds to a Support queue configured in their Multimedia Contact Center software. 4. A customer following Company XYZ on Twitter posts a comment Thank you for the excellent support and service on the phone today! Your call center agents are superstars. 5. An notification containing the post and highlighted keywords is sent to the support@companyxyz.com address, routed through ACD routing algorithms within Multimedia Contact Center, and finally arrives in a multimedia contact center agent inbox. 6. The agent sees the post has a Positive sentiment, views the message in the YUPIQ Web interface, and sends a Tweet to the customer saying Thank you for your feedback and ongoing support. Feel free to quote the TWEETDISCOUNT 20% discount on your next purchase and share it with your friends. 7. The customer receives the follow up Tweet and discount, then retweets the discount to all of their followers. 8. The contact center begins receiving orders from the customer s followers quoting the TWEETDISCOUNT discount code, driving up their sales. YUPIQ Monitoring Components Both Multimedia Contact Center Enterprise Edition and Business Edition integrate with YUPIQ Social Media Monitoring. All that is required is a subscription to the YUPIQ Social Media Monitoring solution. The following YUPIQ monitoring components are available for use with Multimedia Contact Center. YUPIQ Social Media Monitoring Enterprise Monitor social media sources (Facebook, Twitter, LinkedIn, etc.) Filter social media messages (up to 10,000 messages per month) Direct messages to proper contact center queues Respond to filtered social media messages (includes one filter)

6 YUPIQ SOCIAL MEDIA YUPIQ Social Media Monitoring Enterprise+ Monitor social media sources (Facebook, Twitter, LinkedIn, etc.) Filter social media messages (up to 20,000 messages per month) Direct messages to proper contact center queues Respond to filtered social media messages (includes five filters) Filters Additional filters can optionally be purchased as required Message Packs Additional message packs can optionally be purchased as required when the monthly message limit is exceeded. Message packs are available in blocks of 2,500 messages Deployment Options and Requirements The following image shows the YUPIQ and Multimedia Contact Center integration network architecture with YUPIQ hosted in the cloud. Figure 1: YUPIQ and Multimedia Contact Center network architecture

7 YUPIQ SOCIAL MEDIA Required Infrastructure YUPIQ Social Media Monitoring is a hosted, Web-based solution. The benefits of this are there are no required servers or additional IT infrastructure required for the solution. All that is required is external internet access (optionally through Web proxy) and the following licenses: Mitel Contact Center Enterprise Edition Premium Starter Pack or Mitel Contact Center Business Edition with Business Edition Multimedia Contact Center YUPIQ Social Media Monitoring Enterprise or Enterprise+ Contacts We understand that for many companies social media is a new method of communication, especially inside of the contact center. In light of this, both Mitel and YUPIQ recommend that prospective clients work with a qualified Strategy Advisor prior to implementation. YUPIQ can provide or recommend advisors and believes this can greatly help with the value you receive from the solution. Before positioning the YUPIQ solution to a customer, we recommend that you contact a contact center specialist or YUPIQ directly. For more information, please contact: Will Fraser, Director of Marketing, YUPIQ Solutions Ltd will.fraser@yupiq.com Matthew Clare, Solutions Marketing Manager, prairiefyre Software , ext mclare@prairiefyre.com