Presence Social Media

The Pathway to Profitability for your Contact Center

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Presence Social Media launches a new communication channel between Contact Centers and the users. This solution connects clients through social networks and it standardizes the interface among these channels – tweeting, blogging, or even instant messaging – with no need of changing Contact Center’s current features, and no increase in operational costs.

Presence Social Media integrates, via a single interface, a variety of tasks, such as blending, automation, sorting, management, interactions and back-office task control and reporting, as well as any communication through social networks.

Benefits

Reduced costs
Minimal infrastructure requirements
Search Engine Optimization
Channel unification between back-office tasks and social networks through one interface
Spam blocking
Live and historical reporting
Same front-end interface for user and supervisor
Spelling check, template selection and pre-defined answers for text messaging

Use model

Creates an interface between the social media network and Presence Suite, any interaction is processed as part of the Suite.
Presence Suite treats the social network interaction the same way it treats other tasks. This allows the Suite to assign the task to the most qualified agent, controlling the work flow from end to end.