The Cisco SocialMiner® social media customer care solution can enable your company to proactively respond to customers and prospects communicating through public social media networks such as Twitter and Facebook or other public forum or blogging sites. By providing social media monitoring queuing and workflow to organize customer posts on social media networks and delivering them to your customer care team your company can respond to customers in real time through the same social network they use to communicate.

This innovative customer service capability is enabled by the Cisco SocialMiner solution which searches multiple social networks to capture public customer postings and then organizes filters and prioritizes these postings and presents them to your customer care team for response. Your customer service representatives can respond to a customer service problem or reach out to new customers looking for information about your products or services.

SocialMiner provides the Web Chat and Agent Email features as part of Unified Contact Center Express. And in Cisco Unified Contact Center Enterprise it enables the voice callback request capability.