OpenScape Fusion Social Media Integration – Contact Center

The OpenScape Fusion Social Media Integration for Contact Centers incorporates real time information from Twitter to help your agents deliver better service or sell more product. Tweets sent to your company account can be analyzed based on keywords and/or hashtags and then routed to the most appropriate agent using OpenScape Contact Center’s skills-based routing engine. The tweets are presented within the agent desktop screen and the interactions are monitored using standard monitoring and reporting tools.

This can be taken a step further by monitoring general  twitter with the help of a social media listening platform. This can allow tweets sent out from any account about your product or brand, with or without hashtags, to be captured, filtered, and sent to the contact center for action – allowing you to monitor and manage the public perception of your company and products.

The social media interaction can be personalized even further by presenting the agent with more information about the customer and/or any company experts escalated to.
The agent can answer the tweet via the company account, taking advantage of scripts and other agent tools.

Now with OpenScape Fusion Social Media Integration for the Contact Center, you can proactively reach out to and assuage a customer who is having a negative experience – in a methodical way, leveraging all the tools of the contact center to manage and record the experience – before the disgruntled customer contacts you, or even if he/she doesn’t contact you.