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Upcoming Webinar - Integrate Social Media into Your Customer Channels, Now! With the popularity of social media and mobile devices, it's in an organization's best interest to interact with customers on their preferred communication channels. To be successful, organizations must deliver a consistently high level of customer service across all communication channels - even the new ones. This requires integration with traditional interaction channels so that social conversations become a natural extension of the contact center. It also requires multi-channel analytics that foster actionable insight. Fortunately, new solutions are available to do all of this. Watch this social media roundtable of experts and learn: •

How to monitor social conversations and find out who is talking, what they are saying, and where these conversations are taking place.

Ways to listen to social conversations and provide appropriate automated responses.

Strategies to integrate social channels with traditional channels (e.g., speech-enabled IVR, click-to-call, and text messaging).

How real-time, cross-channel analytics can improve your understanding of customer behavior, identify areas for improvement, and enhance customer experiences.

How to create unified routing/SLA/prioritization for social conversations that are deemed important enough to act on.

Date & TimeApril 28, 2011 at 11:00 am PDT, 2:00 pm EDT PresentersMark Angel, Chief Technology Officer, KANA; Dan York, Director of Conversations, Voxeo; Gregg McMullen, Director of Product Management, West Interactive Webinar URL About KANA KANA, the leader in Service Experience Management, provides solutions that deliver a customer-focused service experience that successfully balances customer interests with business goals. KANA's clients report double-digit increases in customer satisfaction, increased revenue growth while reducing contact center costs by an average of 20 percent. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information, visit

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Questions: If you would like more information about this event, please contact Katie Sieck. Upon registration, webinar access information will be provided to you via email. Know more customer service chat email response Knowledge Management

Upcoming Webinar - Integrate Social Media into Your Customer Channels, Now!