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West Interactive Strengthens Customer Engagement via Social Media Channels

April 25, 2011

West Interactive, in association with Radian6, is offering a new solution to strengthen customer engagement via social media channels.

The West Social Engagement Solution, an integrated social media monitoring and analysis tool, is designed for contact centers that view social media as a vital element for their overall customer contact strategy.

“The social Web is changing the way organizations interact with their customers. Enterprises are seeing the importance of evolving their customer service and support strategies to ensure that the voice of the social customer is heard across the organization,” said Marcel LeBrun, CEO of Radian6.  

The Social Engagement Solution integrates Radian6’s monitoring platform with West Interactive’s contact center offerings to offer analysis and monitoring for meaningful engagement. Working together, tools within the solution support the development of strategic customer engagement campaigns, and enhance trusted relationships between West, its clients, and the consumer.

“As customer expectations and communication behaviors change, expanding into emerging non-traditional channels such as social media is a natural evolution for customer contact centers,” said Pam Mortenson, president of West Interactive Corp, in a statement.

“Partnering with Radian6 helps us extend our solutions and the overall customer experience into social media, ultimately helping our clients bring consistency and new features to their customers,” Mortenson added.

West’s business analysts design and compose detailed queries to discover actionable customer interactions within the social Web. Reports and on-going analysis are generated, giving West clients the ability to focus on managing customer relationships rather than a social monitoring platform.

Recently, West Corporation, a provider of voice and data solutions, signed agreement to acquire Smoothstone IP Communications for approximately $120 million. The acquisition is expected to close in the second quarter of 2011. The acquisition will boost West's unified communications business including InterCall.

Rajani Baburajan is a contributing editor for ContactCenterSolutions. To read more of Rajani's articles, please visit her columnist page.

Edited by Jennifer Russell

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