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LiveOps adds Facebook channel integration to social contact centre

22nd May 2012
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LiveOps, a Cloud customer service provider, has announced the integration of a Facebook channel into its LiveOps Social application.

The Cloud application leverages LiveOps Platform to manage social customer interactions through real-time social monitoring of designated social pages, as well as hastags and keywords. Queue management and engagement tools then route messages to the most appropriate agent to respond.

Facebook will add to the existing social channels, which include Twitter, SMS and email.

Marty Beard, President and CEO at LiveOps, said: “Industry reports indicate that of customers who complain about a company on social media, more than 70% of those complaints receive no response from the company. It's time for change.

“As consumer adoption of social and mobile communications becomes ubiquitous, brands are forced to contend with a mega-shift in customer behaviour and expectations for real-time responses. Social media and constant mobile connectivity have permanently changed the traditional concepts of the customer service contact centre and customer relationship management. With today's announcement we are providing a quick, easy and efficient way for enterprises to extend their contact centre to their increasingly social and mobile customers.”

LiveOps Social with new Facebook integration is available immediately

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