© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public Cisco SocialMiner: Developer Network Forum 2

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public Agenda  Overview of SocialMiner  Review of Developer Tools  Examples of SocialMiner Gadget & API Usage  What’s New in SocialMiner 9.0  Roadmap  Q&A 3

Overview of SocialMiner

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public Cisco SocialMiner Social Media Customer Care 1. Capture 2. Analyze & Prioritize 3. Communication Workflow 4. Assign Customer Airline lost my luggage! Social Media Customer Care Agent 5. Engage Cisco SocialMiner 5

Review of Developer Tools

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public APIs  Configuration API ‒ Create/update/view feeds, campaigns, filters, notification  Serviceability API ‒ Get system health status e.g. status of services like , 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

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public Push Feed  Push feed allows for the "push" of social contacts directly to SocialMiner.  Allow 3 rd parties to submit contacts directly to SocialMiner  Push feed has to be in XML format

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public 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 3 rd party APIs for a richer social media engagement experience ‒ Automate the application of tags on posts for prioritization and categorization

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public 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

Example of SocialMiner Gadget & API Usage

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public Benefit of OpenSocial Gadgets SocialMiner gadget in Cisco Finesse

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public 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

What’s New in SocialMiner 9.0

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public SocialMiner Release 9.0 Ability to search for specific strings in social contacts Basic Search Customers have the capability to save social contact replies (for Facebook and Twitter) and have them reviewed before they are released Save Drafts Single session chat integration to Unified CCX Premium Chat Integration to CCX Searchable full length chat transcripts with summary details Chat Transcript UI Configurable chat timeout settings in chat feed Chat Timeout Configuration

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public Search Search string and results display Auto search complete drop-down list

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public 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.

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public Save Draft Feature  Message marked as “Draft” and stored in “Show Draft” folder Save Draft to save responses for review

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public Chat Integration to UCCX UCCX agent interface with integrated SocialMiner chat reply template

Roadmap

Cisco Confidential 21 © 2011 Cisco and/or its affiliates. All rights reserved. SocialMiner Roadmap 8.5(5) Jan (1) Mid 2012 Future - Post Mid 2012  Tag-based reporting  Social media integration to UCCX  Integration to UCCE  DM conversation history  Google+ Integration  IE Support  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  Chat integration to UCCX  Chat transcript UI  Chat timeout configuration  Basic search  Save draft functionality *Future roadmap subject to change without notice

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public Additional Resources  For more information regarding SocialMiner product literature, data sheets, software download, release and general information etc  For SocialMiner user guide, developer guide and training videos visit:

© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public