Alcatel-Lucent launches Genesys social engagement tool

Alcatel-Lucent Genesys has unveiled a social media analytics tool, which is designed to provide brands with insights into customer engagement levels and community trends.

The move follows the call centre software firm’s announcement last August that it intended to integrate social media applications and services into its offerings.

Genesys Social Engagement, the first fruit of the venture, enables brands to automatically monitor customer postings on social networking sites such as Facebook and Twitter as well as interactions via other more traditional channels.

It also provides them with reporting and analytics applications so that they can analyse content for sentiment in order to decide whether action needs to be taken, before prioritising it based on corporate service level agreements and an individual’s ability to influence others.

The message is then routed to the appropriate customer service agent, expert or back office employee so that they can take "proactive action to improve customer service and drive social interactions and conversations based on the latest engagement trends," the company said.

"As social media becomes a more common and impactful customer channel, enterprises benefit from the ability to leverage existing IT and customer service investments to engage in social interactions, using a single platform that delivers continuity across all touch points," it added.