Contact centre technology provider Altitude Software has announced new social media features to its customer interaction management suite.

New capabilities added to Altitude uCI 8 allows contact centres to monitor, engage and respond to customers and prospects in Facebook and Twitter through multi-media routing, customer history and business workflow processes.

The platform, which the company claims is used in 1100 contact centres globally, also includes a multimedia agent desktop and tools that measure and monitor service levels, business operations and KPIs.

Gastão Taveira, CEO of Altitude Software, said: “As consumers turn in droves to social media to solve problems, share and search for information, customer service is becoming social. In this new environment, consumers increasingly value companies’ ability to engage, respond and provide good service on networks like Twitter and Facebook.

“Our new release enables companies to meet this challenge in the contact centre with unified multichannel customer service that includes social media and effectively applies contact centre discipline, metrics and resources to this new reality.”

The new social features are now available for subscribers.