Social Media and the Contact Center
Chances are your customers are talking about you with their family, friends and extended network via social media. They may be sending tweets, making posts or blogging. They may be spreading good news, reviewing your products or venting their frustration, and they are not including you in the conversation. Don't you want to know what they are saying...and do something positive about it?
Social media monitoring tools can help you monitor multiple social networking sites such as Twitter, Facebook, and LinkedIn. These tools watch What is said and how it was said, then trigger alerts when mentions are discovered. Your contact center can then reply to posts in a way that is managed and tracked.
Altivon can work with you to connect your contact center into social networks. The Interactive Intelligence Customer Interaction Center® (CIC) integrates with Buzzient to add social media monitoring. CIC is also integrated with RightNow when connection to Enterprise CRM is required.
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