Presence Social Media is our answer to Contact Centers that need to adapt their resources to the latest Internet communication trend: Social Networks. This solution connects clients through social networks and it standardizes the interface among these channels with no need to change the Contact Center’s current features, and no increase in operational costs.

Sometimes, company’s product reviews are shared, posted, commented and discussed over the Internet in real time. In most cases, pertinent information is never seen by companies and their lack of response leads them to miss opportunities to interact with actual and potential customers. Additionally, companies could use information provided by the client to redesign the organization’s strategies and to improve its products and services.

How can organizations interact in a more instant and flexible way with their users through these networks? Presence Social Media extends the ability to the Contact Center to tweet, post messages, answer messages and even to manage instant messaging in real time with the rest of channels in Presence Suite. Presence Social Media integrates, via a single interface, a variety of tasks, such as blending, automation, sorting, management, interactions, back-office task control and reporting, as well as any communication through social networks.

For more information, please visit Social Media