IPscape’s true cloud technology integrates social media into the single agent queue. Agents can then answer customer questions and comments from channels such as Twitter, Facebook or live Online Forums. All social media channels are then automatically integrated into the Real Time Reporting Dashboard.
Social Media continues to revolutionise customer communication. It is making consumer interaction with businesses more public and much louder than ever before.
Social media channels are no longer just the preserve of Gen Y. Globally 52% of Twitter users are aged over 35 and 20% are aged over 50. In Facebook, 30% of users are 35 years + and this is the fastest growing segment. This means all businesses need to understand how to manage customer communications via social media.
The most sensible place for businesses to manage social media is the contact centre. IPscape makes integration to the contact centre easy. The true cloud technology platform treats social media as a new communications channel which is integrated into the single agent queue. Real time monitoring, reporting of social media channels can also be provided through our partner Lithium Technologies. Lithium are also world leaders in developing social media customer forums.
- Single Queue Integration with traditional channels
- Real Time Reporting via wallboards and mobile devices
- Monitor social media channel ‘chat’ and communication
- Establish, manage and track Customer Forums through Lithium Technologies