Avaya Social Connections for Avaya Experience Platform™ Public Cloud consists of a portal for administrators and an Avaya Workspaces integration for agents.
Administrators
The Avaya Social Connections portal is a web application for administrators who manage content on corporate social media platforms.
On this portal, you can manage social media accounts, add administrators, view a list of customers, and remove customers from the list whenever required.
The Avaya Social Connections portal is available on the Application Center dashboard.
Agents
Avaya Social Connections on Avaya Workspaces for Avaya Experience Platform™ Public Cloud enhances the agent's social interaction experience through monitored social media accounts.
Contact center agents can view their customer interactions in the Chat and Messaging widget of Avaya Workspaces. Agents can view details such as customer name, new messages, and messaging history. They can respond to customer direct messages and transfer interactions to another agent or supervisor. Agents can also view an avatar if it is available.
