CREDboard

CREDboard gives contact center, sales and marketing departments ability to update, monitor and respond to customer interactions on Social Media sites

With the explosive growth in the number and types of Social Media sites – which now include multimedia (video, audio, picture) venues, industry blogs, and much more–few companies are covering all the bases in protecting their reputations online. Fewer still ensure the teams most prepared and trained to interact with their customers – contact center agents and sales reps – are also involved and taking action.

Our new Social Media dashboard helps companies better manage and interact with customers on Social Media sites such as Twitter, Facebook and YouTube. CREDboard is the first Social Media dashboard focused on the enterprise contact center, providing comprehensive multi-channel management to customer interactions. The product is designed to help individuals and/or departments not only update and monitor Social Media sites, but also take ‘action’ when necessary.

Product Highlights:

• Easy to use and maintain. As a Software as a Service (SaaS), the intuitive, real-time dashboard runs completely within standard Web browsers. Also, there’s no software to install, which means near-zero maintenance and IT involvement.
• Managers have control. With CREDboard, supervisors customize the rules that establish how their teams respond: originating Social Media channel, text, SMS, email, CTI, skills-based routing, SNMP, etc. Managers may decide to provide access to particular screens or settings to allow further conversation or follow-up.
• All media types at your fingertips. CREDboard aggregates multiple media types (including text, audio, photos, and video) from multiple sites, providing one comprehensive and convenient dashboard for monitoring customer interactions. Companies know who’s talking about what, where, and how often.
• Monitor and take action. The dashboard can include any interactions the Social Media sites offer. For instance, users can easily monitor aspects on Facebook or Twitter such as Friends, Followers, Likes, Trends, Timelines, Geography, Mentions, News Feeds, Posts, Comments and more. Directly from the dashboard, they can configure new Alerts, Filters, as well as establish keyword, geography and ‘intelligent’ searches. Most importantly, they can take action, responding or creating new interactions when appropriate.
• Schedule events. CREDboard has a built-in scheduling engine that can be pre-loaded with a series of updates across multiple Social Media channels.  Updates will appear as real-time events sent at pre-determined times.  Users can tweet, update, comment, respond, and post on your timeline allowing 24/7 interaction and awareness.
• Built for speed and growth. Based on PSS’s flagship SaaS integration technology solution, FlexxBridge in the Cloud™, new Social Media sites can be added easily. With the consistent, standardized interface, there are no long, costly development cycles needed to enhance CREDboard’s capabilities. Integration to current CTI and CRM applications running on Genesys, Avaya, Asterisk, CTConnect (Syntellect) and many others can be accomplished very rapidly across the enterprise.
• Secure, safe. CREDboard provides multi-tenanted (multi-user) access to a company’s accounts across all Social Media channels so interactions are secure, fully tracked and archived.