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Vocalcom to add Twitter Integration to Contact Center Software

September 08, 2015

There is very little doubt that social media is playing a stronger role in the success of enterprises and even government agencies globally. Adding omnichannel capabilities in the form of all types of social media has increasingly become critical for not just inbound but outbound interactions that improve the customer experience.  Indeed, contact centers are at the leading edge of leveraging interactions using  Twitter and Facebook. Contact center solutions provider Vocalcom is one company that understands how adding social media integration has become in many ways mission critical for success and has added a social customer service solution for Twitter that it will be releasing shortly.


The company is rolling out this new solution through the integration of Twitter’s new ecosystem solutions-a suite. This suite offers a number of data products and functionality that are geared specifically towards the enterprise world. Vocalcom cloud contact center software is now able to offer even more and richer context and content to its customers. Better yet is that these contact centers will be able to get better and more real time feedback from customers based on their interactions with a customer over social media. The companies that use this solution will also be able to more quickly and easily pinpoint social media conversations that are important and respond to them as quickly as possible. This means better customer service grades overall.

Vocalcom adds that contact centers that use this technology will also be saving money while they respond to a customer at super speeds. The firm claims that companies using this solution will be spending about one-sixth the amount of money they do when dealing with customers primarily through other channels such as phone calls. The company also says that using sites like Twitter have actually seen companies increase their customer service satisfaction grades all the way up to 97 percent satisfied. That’s a number almost any company would and should aspire to in a world where customer satisfaction is the Holy Grail when it comes to success.




Edited by Peter Bernstein



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