Indosoft, a provider of contact center solutions based on Asterisk, announced it has now integrated Twitter into its Q-Suite of Automatic Call Distribution (ACD) software.
The announcement follows the recent release of Session Controller for Q-Suite 5.7 from Indosoft.
The Twitter integration will help improve the capabilities of Q-Suite by allowing customers to route and monitor interactions with customers through social media.
The solution supports the growing demands for multi-channel communications in contact centers. As customers increasingly rely on social media for making buying decisions, businesses are forced to leverage solutions like Q-Suite to monitor social media interactions.
Thanks to the skills based routing for both voice and other media channels, Q-Suite helps in screening and directing customer interactions through alternate communications channels like Chat and Twitter to the right level in the management. It also provides control over concurrent handling of multiple parallel interactions.
Q-Suite is an enterprise grade multi-tenant contact center solution with a scalable ACD for Asterisk. It offers High Availability and Call Survival for mission critical applications. The addition of social media into the Call Center ACD offers the ability to listen through a popular medium, and use its effectiveness in getting tuned to customer needs and reactions.
"Social media channel within a contact center software is a powerful mechanism to capture, analyze, and act on high impact conversations," said Gabe Bourque, chief executive officer at Indosoft, in a statement.
With Twitter integration, organizations can pro-actively engage in developing new opportunities, detecting issues and gaining significant efficiencies, Bourque said.
“Since these customer engagement channels are in an open environment, key management personnel within every organization can listen in and engage effectively to realize the full value of the medium," Bourque added.
Recently, Indosoft also announced the availability of Mobile Agent Phone Login, to allow mobile employees to be a part of the ACD. Employees can now login as an ACD agent using cell phones or other external phone devices without the need for a computer console.