User Portal

Social Media

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.



Downloads

Social Media (Product Sheet)
Contact Center and Multi-Channel Solutions (American English)
Contact Center and Multi-Channel Solutions (British English)
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