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Social Data RouterEliminate all your customers’ frustration by interacting with all your customer’s interactions on all channels from one unified agent desktop in a timely manner, and view their historical footprint and understand their past and present behaviors, businesses can take findings and map a future relationship.

In today’s world customers value organizations that address them on all touch points. In this article, we will explore how Social Data Router (SDR) provides a 360-degree customer interactions view to your contact center agent: what is it, how does it work and what are the benefits?

IST’s Social Data Router (SDR) will route all your social engagements from Instagram, YouTube and LinkedIn directly to your Contact Center agents, who are trained to respond to each particular feed. Adding to that , SDR is constantly updated to support the latest Social Media trends and platforms of today and tomorrow.

SDR supports Genesys Contact Center platforms, which means your agents are using the same desktop as before, hence lowering training costs to almost zero. The SDR connector is ‘plug and play’, meaning you can turn it on or off depending on your organizational marketing objectives.

Integrated Reporting  covering all interactions reports (Summary interactions report ,Detailed Interactions report , Agent Activities report)

  • Generating Buzz: Customers with positive social contact center experiences are more likely to recommend the brand, word of mouth remains one of the best advertising methods available.
  • Expand your Reach: With over 1.6 billion users on Facebook only, LinkedIn emerging as customer service tool – SDR will make it able to respond to your customers where they are most active is not only convenient, but also creates a connection between the customer and the business.
  • Minimal Training Required: Unlike with certain software systems or applications, call center agent don’t have to be extensively trained in social media, that’s because most people are already very familiar with it.
  • Plug and Play: The Social Data Router connector is plug and play, meaning you can turn it on or off depending on you organizational marketing objectives

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