Social Media Components on the Rise in Call Center Solutions

Everyone knows that 2012 will be a make-it-or-break it year for call centers to integrate social media into their operations – there have been endless articles warning companies of the consequences of not keeping up with their competitors on this score – far fewer companies have an idea about how to go about implementing this strategy.

To meet the demand, we're seeing a rise in companies offering solutions that help call centers achieve this kind of integration of social media into their multimedia customer communications. Call center platform providers such as Interactive Intelligence are now building social media management capabilities right into the overall call center solution, and a number of other companies have emerged to help contact centers make the most of the social media channels they have brought into call center operations.

Today, social media platform company Buzzient has announced two new products: Buzzient Publish2Social and Social2Chat. The company says that these new products were designed to provide customers with more ways to engage with customers and can help clients build out more compelling social media programs for sales, service, and loyalty initiatives.

The first solution, Publish2Social, was created to make it easier for organizations to manage outbound social media programs, letting them track and analyze their social media activities. The second, Social2Chat, directs social media to online chat agents for real-time communications, allowing agents to reply to customers over social media such as Twitter (News - Alert) with just one click. Both of these products were developed after overwhelming demand from existing and prospective customers, says the company in a press release.

“We're seeing 2012 start out with tremendous demand for social media solutions tailored for the enterprise,” said Timothy B. Jones, Buzzient Founder and CEO at the announcement of the new solutions. “Whereas passive listening was vogue with first generation monitoring companies of five years ago, today sophisticated corporations using social media require integration of social data with CRM, ERP, HCM and other core applications. Furthermore, corporations need to engage on the social channels with end customers, hence why outbound publishing and chat integration are key requirements. We expect that 2012 will only see heightened interest in these solutions.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration click here.

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