is a customer-care system that provides the ability to capture, filter, queue,
and report on social contacts for social media engagement teams and contact
In addition to providing proactive
social media customer care, SocialMiner supports routing chat requests when
integrated with Unified Contact Center Express. SocialMiner also forwards voice
callback requests to the contact center to be routed to a contact center agent
when integrated with Contact Center Enterprise (CCE) solutions.
Internet postings, voice callback
requests, and 'click-to-chat' requests captured by SocialMiner are referred to
as contacts. SocialMiner stores the contacts and groups them into user-defined
campaigns. Each campaign obtains contacts from one or more feeds. SocialMiner
presents chat, Twitter, Facebook and RSS contacts to customer-care personnel
who can search, review, categorize, and respond to them. SocialMiner produces
reporting metrics on the handling of all of the different contacts in a contact
center regardless of channel.