Interactive Intelligence and Buzzient Partner to Offer Integrated Social Media Monitoring, Routing and Reporting Solution
July 08 2010 - 9:41AM
Business Wire
Interactive Intelligence (Nasdaq: ININ) and Buzzient have
partnered to provide an integrated social media monitoring, routing
and reporting solution.
The agreement combines Buzzient’s social media analysis and
integration capabilities with the Interactive Intelligence
multichannel queuing, routing and reporting applications for more
effective and efficient handling of online social media
content.
The combined offering enables enterprises and contact centers to
monitor social media “chatter” on Facebook, LinkedIn, Twitter and
other sites for customer-defined keywords. It then routes the
content as e-mail messages to the most appropriate individual or
department based on business rules and agent skill. For instance,
social media interactions can be tagged with quantitative sentiment
scores for tone (positive, negative, neutral), then routed to the
right person in the organization according to vertical focus
(financial, retail, gaming, insurance, healthcare), product,
competitor’s name, or any other pre-determined rule.
The offering also provides customizable, integrated reporting so
organizations receive a comprehensive view of customer service,
whether the content and interactions come from a phone call, fax,
e-mail, Web chat, or social media platform.
“Most organizations today understand the benefits of social
media applications – from improved customer service and retention,
to better products and services,” said Buzzient CEO, Timothy Jones.
“Without integration to a company’s communications routing and
reporting systems, however, there is a far greater chance for
wrong, inappropriate, or inefficient responses, which can turn
minor customer annoyances into major public crises.”
“Social media now represents an amazingly fast-growing
communications channel,” said Interactive Intelligence chief
marketing officer, Joe Staples. “For years our solutions have
enabled customers to effectively manage phone calls, faxes,
e-mails, Web chats, and business objects. Buzzient now adds social
media content to our multichannel mix, so regardless of the media
type users are assured that information is routed to the right
person for strengthened customer relationships and enhanced brand
opinion.”
The joint offering includes monitoring across Facebook,
LinkedIn, MySpace, Twitter, YouTube, blogs, wikis, online forums
and other social media platforms. It recognizes content in more
than 60 languages and supports sentiment analysis for English,
German and French.
“In addition to collecting content in real-time from a huge
number of online sources, Buzzient uniquely offers proven
integration with enterprise applications in the contact center and
other customer relationship management operations,” Staples said.
“This gives our joint customers a unique competitive edge.”
The joint offering is available throughout the United States and
the European Union, and can be purchased by contacting either
company at info@inin.com or sales@buzzient.com
For more information about the Interactive Intelligence and
Buzzient integration, visit: www.inin.com/Buzzient-Integration.
About Buzzient
Buzzient Inc. uses patent-pending technology to automatically
collect information from online sources in real-time, analyze the
content based on customer specifications, then turn this social
media data into actionable information through integration with
contact center and CRM applications from Oracle, Salesforce.com,
Interactive Intelligence, and SugarCRM. The complete Buzzient
Enterprise™ solution gives customers everything they need to
leverage existing sales and customer support processes in the world
of social media. Buzzient’s core technology was developed as a
result of research conducted in collaboration with Google at the
Center for Digital Business at MIT. The company was founded in 2008
and is headquartered in Cambridge, MA. Buzzient has a west coast
office in Menlo Park, Calif. and offers European distribution and
implementation through its Switzerland-based partner, Namics AG.
The company can be reached at 1 800.308.BUZZ (2899) or
info@buzzient.com; on the Net at www.buzzient.com or
www.twitter.com/Buzzient.
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global
provider of unified business communications solutions for contact
center automation, enterprise IP telephony, and business process
automation. The company was founded in 1994 and has more than 3,500
customers worldwide. Interactive Intelligence is among Software
Magazine’s top 500 global software and services suppliers, is a
BusinessWeek “hot growth 50” company, and is among Fortune Small
Business magazine’s top 100 fastest growing companies. The company
is also positioned in the leaders’ quadrant of the Gartner Magic
Quadrant for Contact Center Infrastructure, Worldwide report (Feb.
22, 2010). Interactive Intelligence employs approximately 650
people and is headquartered in Indianapolis, Indiana. It has 14
offices throughout North America, Latin America, Europe, Middle
East, Africa and Asia Pacific. Interactive Intelligence can be
reached at +1 317.872.3000 or info@inin.com; on the Net:
www.inin.com.
This release may contain certain forward-looking statements that
involve a number of risks and uncertainties. Factors that could
cause actual results to differ materially are described in the
company's SEC filings.
Interactive Intelligence Inc. is the owner of the marks
INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other
marks. All other trademarks mentioned in this document are the
property of their respective owners.
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