Basking Ridge, N.J.—Business communications company Avaya Inc. has introduced a new tool
to help customers integrate social media into their customer service function.
Avaya's Social Media Manager scans social media content such as tweets and Facebook updates and analyzes that content for key words or phrases. Sentiment tracking assigns scores based on positive comments, and suggested responses can be provided to customer service reps.
The tool is offered as part of Avaya's new social media consulting services, according to the company.