Interactive Intelligence Group said in a press release that it is hosting a free Web event titled, “Social Media: The Impact on the Multichannel Contact Center and Your Customers.” This 75-minute webcast is scheduled for Thursday, July 28 at 11:30 a.m. Eastern Time (EDT).
Founded in 1994 Interactive Intelligence Group is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company's solutions can be deployed via an on-premise or hosted model and includes vertical-specific applications for insurance and collections.
The webcast, as indicated by Interactive officials, is already attracting more than 900 pre-registrants, and is said to feature Forrester senior analyst Kate Leggett, Ovum senior analyst Ian Jacobs, and Interactive Intelligence chief marketing officer Joe Staples.
“As a provider of multichannel contact center solutions for more than a decade, we constantly get asked for advice about adopting social media,” Staples said.
“The consistent thread in our recommendations to customers is to first have an objectives-based strategy that considers processes, people, and technologies. This webcast brings together some of the best-known experts in the industry to give contact centers just such guidance so they can create for themselves the most effective multichannel strategy based on their unique business requirements,” Staples added.
These experts will bring a broad base of experience helping contact centers develop successful customer service strategies and will address key questions relative to the contact center like: What foundation is required before adding social media as a communications channel? Which social media metrics matter most? How can customer service be enhanced using social communities? Who should own social media? Why is simply monitoring social media mentioned insufficient? What technology should be considered to ensure a successful social media deployment?
Also, the webcast will conclude with an extensive Q&A session enabling attendees to submit questions to presenters.
Additionally, all those who register for this webcast those who attend will receive a free white paper titled, “The Social Alphabet: What You Need to Know about Social Media as the Ultimate Communications Channel.”
CLICK HERE to register now for the webinar.
Earlier this month, Interactive Intelligence Group said that it acquired Sydney-based CallTime Solutions, an exclusive reseller of the vendor's software suite since 1998.
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