Aspect integrates social media into the contact centre with new toolby
17th Aug 2011
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Customer contact software provider Aspect has launched a new tool to help businesses turn social media engagements into productive customer dialogues, creating a positive experience and delivering significant business value.
Aspect Social Media Channel Integration allows organisations to manage their interactions with today’s hyper-connected consumers who increasingly rely on social media not only to communicate with peers but to seek answers about products and services.
The new tool from Aspect uses workflow technology to integrate social media into the contact centre as another customer communication channel.
While other customer contact solutions might focus only on identification and routing of social media interactions, Aspect says its approach addresses the complete business issue of routing the right issue at the right time to the right resource, managing the resources needed for an effective social media response, and measuring the efficacy of the social media strategy.
Serge Hyppolite, vice president of product management at Aspect said: "The popularity and power of social communication channels have made them an integral component of the total customer experience and a critical channel for organisations to manage.
"Our customers are increasingly incorporating social media into their customer contact strategies to help manage opinion and loyalty associated with their products and services. Aspect’s social engagement capabilities will help our customers turn social interactions with consumers into meaningful, mutually beneficial conversations," Hyppolite added.
Aspect customers can apply Aspect’s sophisticated workflow rules, call centre performance analytics, and workforce optimisation capabilities to social media-based communications. This allows social media communications to be easily integrated into the overall customer contact strategy as a distinct channel, leveraging existing resources and investments. It ensures that this new channel can be compared to and put in the context of the total engagement strategy, rather than remaining an isolated medium.
Sheila McGee-Smith, president & principal analyst, McGee-Smith Analytics, said the last year had seen an explosion of discussion about integrating social media into the contact centre.
"While the number of solutions in production is still low, companies are actively seeking to understand their options for adding social media as an additional media type in the contact centre with pilots and trials. Aspect’s broad contact centre solution portfolio allows them to leverage not only contact centre routing, queuing and reporting but also workforce optimisation and analytics to help companies maximise their social media investments."