Cisco SocialMiner

Report
Cisco SocialMiner: Developer Network
Forum
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Agenda
 Overview of SocialMiner
 Review of Developer Tools
 Examples of SocialMiner Gadget & API Usage
 What’s New in SocialMiner 9.0
 Roadmap
 Q&A
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Overview of SocialMiner
Cisco SocialMiner
Social Media Customer Care
1. Capture
Airline lost my luggage!
2. Analyze & Prioritize
Cisco
SocialMiner
3. Communication Workflow
Customer
4. Assign
5. Engage
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Social Media
Customer Care Agent
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5
Review of Developer Tools
APIs
 Configuration API
‒ Create/update/view feeds, campaigns, filters, notification
 Serviceability API
‒ Get system health status e.g. status of services like email, XMPP, proxy etc
 Chat & Push API
‒ Push new work items into SocialMiner
 Search & Campaign results API
‒ Search query string in SocialMiner
‒ View SC belonging to a campaign
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Push Feed
 Push feed allows for the "push" of
social contacts directly to
SocialMiner.
 Allow 3rd parties to submit contacts
directly to SocialMiner
 Push feed has to be in XML format
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Script Filter
 Features
‒ Develop custom scripts to monitor and
modify social contacts
‒ Script must be in Groovy scripting
language. Runs on Groovy version 1.8
‒ SocialMiner performs a basic syntactic
validation but cannot validate that the script
will work as expected.
 Benefits
‒ Integration with 3rd party APIs for a richer
social media engagement experience
‒ Automate the application of tags on posts
for prioritization and categorization
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Custom Reply Templates
 Customize existing Twitter and
Facebook reply templates
 Develop new reply templates to
post to other sites
 Reply template is an
OpenSocial gadget. Use HTML,
CSS, Javascript to make
modifications
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Example of SocialMiner Gadget & API
Usage
Benefit of OpenSocial Gadgets
SocialMiner gadget in Cisco Finesse
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Utilize APIs for Customization
Spanlink
 MobileMiner
 Social media monitoring solution
from anywhere at any time
 SocialWatch
 Hosted service that enables
proactive engagement with
customers and prospects
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What’s New in SocialMiner 9.0
SocialMiner Release 9.0
Basic Search
Save Drafts
Chat Integration to CCX
Chat Transcript UI
Chat Timeout Configuration
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• Ability to search for specific strings in social contacts
• Customers have the capability to save social contact replies (for Facebook
and Twitter) and have them reviewed before they are released
• Single session chat integration to Unified CCX Premium
• Searchable full length chat transcripts with summary details
• Configurable chat timeout settings in chat feed
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Search
Search string and results display
Auto search complete drop-down list
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Chat Transcript UI
 Chat title becomes an
active link after chat
session closes.
 Click on the link to open a
window displaying the chat
transcript.
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Save Draft Feature
Save Draft to save responses for review
 Message marked as
“Draft” and stored in
“Show Draft” folder
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Chat Integration to UCCX
UCCX agent interface with integrated SocialMiner chat reply template
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Roadmap
SocialMiner Roadmap
8.5(5)
Jan 2012
 Single session chat
 Chat feed type
 Agent chat UI
 Agent chat alias
 Customer chat UI
 IE 8 support for chat
 UI improvements
 Social contact layout
 Settings page layout
© 2011 Cisco and/or its affiliates. All rights reserved.
9.0(1)
Mid 2012
Future Post Mid 2012











Chat integration to UCCX
Chat transcript UI
Chat timeout configuration
Basic search
Save draft functionality
Tag-based reporting
Social media integration to UCCX
Integration to UCCE
DM conversation history
Google+ Integration
IE Support
*Future roadmap subject to change without notice
Cisco Confidential
21
Additional Resources
 For more information regarding SocialMiner product literature, data
sheets, software download, release and general information etc
http://www.cisco.com/en/US/products/ps11349/index.html
 For SocialMiner user guide, developer guide and training videos visit:
http://docwiki.cisco.com/wiki/SocialMiner
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