Integrated Social Media Management
Cenco Consultancy has developed for its clients a module for the management of contacts via Social Media integrated with corporate systems of the company that allows unified management of contacts with simplicity, standardization and control.
Reach
The module, which is natively integrated with the main social networks, unifies and presents the messages received by the company for processing by the "Contact center".
Management Panel
The management panel is the main screen of the module, where the user will be able to manage the messages received by any of the defined channels. This screen will be used by both supervisors and Contact Center assistants. The main functionality of this panel is:
- Reception of social media messages and automatic pre-categorization according to the contents.
- Management on the part of the supervisor: categorization, definition of positivity, assignment, etc.
- Presentation of the messages in a single list with filter options by means, categories, states, etc.
- Management of the messages, including the response and the closing (resolution) of the same. The system presents predefined responses according to the category of the messages
- Social media account linkage with the company's clients.
- Automatic response scheduling
- Interfaces with corporate systems for customer data collection, internal claims opening, sales management, etc.
Parameterization
- Available channels and corporate social media accounts
- Categories and Message Labels
- Expected response times, productivity, etc (KPI)
- Users and channels
- Interfaces with Corporate systems
Activity indicators
Summary of the activity carried out, classified by social means, date, user, etc.
Technology
The module consists of 2 main components: Front End developed with the following technologies:
- React @ 15.6.1: Open Source Javascript Library
- React-redux @ 5.0.6: Library to control Component status
- React-router @ 4.2.0: library to manage routes
- PHP 7.1/Symfony 3.3: As a working Framework
RestFUL API developed with the following technologies:
- Friendsofsymfony/Ouath-server-Bundle: as OAUTH 2.0 server
- Friendsofsymfony/Rest-Bundle: library to expose functions under the RESTFUL standard.
- JMS/Serializarer-Bundle: For serializing data in JSON format
- JMS/Job-cake-Bundle: library for internal message management and automatic action queue
- PHP-grahp-SDK: API Communication Library with Facebook
- Twitter-api-PHP: API Communication Library with Twitter
- Pusher-http-php: library for communication with pusher
Project
The project of implantation of this module lasts approximately 2 months, and comprises the following tasks:
- Project planning, scope definition, detailed plan and monitoring of activities.
- Definition of processes and user profiles.
- Software Configuration/parameterization and interfaces construction.
- Final Test and put into production
- Support
In Cenco Consulting we want to accompany you in the success of the management of Social media channels