New Klout Capabilities for Genesys Social Engagement Provide Companies with Insight into Customers with Broad Social influence
Genesys, a provider of customer experience solutions, today announced the integration of Klout within its Genesys Social Engagement solution. By integrating Klout Score capabilities, social media and other customer service interactions can now be prioritised by the customer’s social media status and sent to the ideal resource for resolution. For example, customers with a high social media status and influence based upon their Klout Score should be aligned with a specialised or social savvy customer service agent.
- Today, most customer service interactions are prioritised and segmented based upon transactional or customer relationship management data. These attributes can include customer status, purchasing history, or other information. However, in a social media world, these attributes tell only half the story. In fact, customers with a low customer status may have a high social media influence and amplification, and represent a tremendous value to a company. An individual with several thousand followers on Twitter has the potential to cause irreparable damage to a company’s brand.
- Klout Scores are a key indicator about an individual’s social media status and influence and are rated on a scale between 1 and 100. Klout Scores are calculated using variables that include an individual’s number of followers, frequency of updates, the Klout Scores of their friends and followers, and the number of likes, retweets, and shares.
- Launched in 2011, Genesys Social Engagement analyses social media interactions – such as Tweets, Facebook postings, and RSS feeds – and applies intelligent customer routing and business rules to align these interactions with the right resources in the contact centre, marketing, or other organisations. By incorporating Klout attributes, these social media interactions can now be evaluated and routed based upon their social media influence and amplification. In fact, these capabilities extend beyond social media interactions and can also be applied to phone or web interactions.
“For over 20 years, Genesys has been the engine of every major contact centre and customer service organisation, and has intelligently routed millions of voice, web, mobile and social interactions to customer service agents across the globe,” said Merijn te Booij, Vice President of Product Management and Strategy of Genesys. “By incorporating Klout within Genesys Social Engagement, we’re empowering social savvy enterprises to engage their customers in a new conversation based upon business value and social influence.”
“Klout is all about empowering people to benefit from their influence, whether it’s by getting access to Cathay Pacific’s first class lounge when they show their Klout Score to the receptionist, or by getting excellent customer service without having to do a thing but influence other people,” said Matt Thomson, VP of Business Development for Klout. “Klout will be a powerful additional layer of the Genesys Social Engagement solution, giving businesses an immediately scalable signal from multiple social media channels that shows them where to turn their attention.”
Genesys Social Engagement
Genesys is the world’s leading provider of customer service and contact centre software and services — with a 100% focus on customer experience and mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today’s new customer conversation. Genesys software directs more than 100 million interactions every day from the contact centre to the back office, helping companies deliver fast, simple service and a highly personalised cross-channel customer experience. Genesys software also optimises processes and the performance of customer-facing employees across the enterprise.
Klout is the standard for influence. Founded in 2008, Klout helps users understand and benefit from their influence by analysing their engagement across social networks. With our analysis, we create a daily Klout Score on a scale from 1-100 and display metrics that show how much influence users have and on what topics. With Klout Perks, top brands such as Disney, Audi, Turner, Microsoft and Chili's have offered early access to products and experiences based on users’ ability to influence others about their brand. Klout is based in San Francisco, CA.