1. A method for handling social media inputs in an existing multi-channel converged Computer Supported Telecommunications Applications (CSTA)-based infrastructure, the method comprising: receiving and adapting social media posts through enhanced CSTA payload to include Social Media as the social media inputs; performing a sentiment analysis by a sentiment analyzer by using the social media inputs received from the social media posts to generate sentiment analysis inputs based on textual and non-textual content including images describing facial expression and emotions; determining a priority and potential churn index by an indexer from the sentiment analysis inputs based on predetermined parameters, wherein each predetermined parameter has predefined weightage and scale; translating the priority and potential churn index into qualifiers using predetermined combinations of a severity index and a potential churn index; adapting the qualifiers for the social media posts into CSTA specifications to create adapted posts; and determining a routing of the adapted posts for further treatment using an inbound mechanism or an outbound mechanism, wherein the routing of the adapted posts using the inbound mechanism is carried out by leveraging a “one number service” of the CSTA-based infrastructure.
1. A method for handling social media inputs in an existing multi-channel converged Computer Supported Telecommunications Applications (CSTA)-based infrastructure, the method comprising: receiving and adapting social media posts through enhanced CSTA payload to include Social Media as the social media inputs; performing a sentiment analysis by a sentiment analyzer by using the social media inputs received from the social media posts to generate sentiment analysis inputs based on textual and non-textual content including images describing facial expression and emotions; determining a priority and potential churn index by an indexer from the sentiment analysis inputs based on predetermined parameters, wherein each predetermined parameter has predefined weightage and scale; translating the priority and potential churn index into qualifiers using predetermined combinations of a severity index and a potential churn index; adapting the qualifiers for the social media posts into CSTA specifications to create adapted posts; and determining a routing of the adapted posts for further treatment using an inbound mechanism or an outbound mechanism, wherein the routing of the adapted posts using the inbound mechanism is carried out by leveraging a “one number service” of the CSTA-based infrastructure. 3. The method of claim 1 , wherein the qualifiers are selected from a group consisting of a high severity index and a high anticipated churn index, a high severity index and a medium anticipated churn index, a high severity index and a low anticipated churn index, and combinations thereof.