Social Data Router (SDR)
React to your customers’ Social Media posts
A Single Routing Engine for Social Media
SDR is compatible with Cisco and Genesys Contact Centers
Social Data Router (SDR) 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.
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Universal Queue & Routing
Routing images, comments, replies to agent to take action. Integrated with Genesys or Cisco routing engine covering all the functions of Capacity routing and priority routing.
Agent Desktop Integration
Ability to see the interactions within the Genesys Workspace or Cisco Finesse providing a unified agent desktop view.
Fully integrated reporting covering all interactions reports (Summary interactions report, Detailed Interactions report, Agent Activities report).
Facebook, Instagram, Twitter, YouTube, LinkedIn (new platforms can be added).