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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?

Let’s start off by what is Social Data Router (SDR)?

Social Data Router (SDR) is a social media connector that allows your contact center agents to engage with customers across different Social Media platforms through a single router. Facebook, Instagram, LinkedIn, YouTube and Twitter are all supported by SDR.

Social media channels have emerged as a necessity in any organization customers service mix here are some important statistics.

  1. 63% of customers actually expect companies to offer customer service via their social media channels, and 90% of social media users have already used social media as a way to communicate with a brand or business. (Source: Smart Insights).
  2. 71% of consumers who have had a good social media service experience with a brand are likely to recommend it to others. (Source: Ambassador)

 

With Social Data Router (SDR) your agent is empowered with a 360° engagement and historical view of your customer, in short, it means that your agent performance is optimized by true omnichannel experience.

Eliminating 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 there historical footprint and understand there past and present behaviors, businesses can take findings and map a future relationship.

Benefits of SDR

Designed for Genesys and Cisco: SDR allows you to leverage the powerful features within Genesys and Cisco contact centers and apply them to your social media channels.

One unified desktop: your agents are using the same desktop as before, hence lowering training costs to almost zero.

All Social Media Platforms: Routes all the social engagements of Facebook, Instagram, LinkedIn, YouTube and WhatsApp, SDR is constantly updated to support the latest Social Media trends and platforms of today and tomorrow

Performance Reports: The SDR connector provides data that can be consumed by your reporting engine and displayed easily.

 

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