The Global Association for Contact Center Best Practices & Networking

ORLANDO, FL, FEBRUARY 28, 2011 -- CosmoCom today announced broad social media integration support for its all-in-one contact center suite.

Social media outlets like Facebook, Twitter, LinkedIn, blogs and others have empowered consumers to engage in conversations about their experiences with companies and products like never before. With the exception of a few early adopters, most organizations are in varying stages of figuring out how to best monitor the social web for relevant conversations and effectively engage with consumers via the contact center.

For companies with a smaller social footprint CosmoCom technology can natively route social media interactions to skilled agents via the same business rules as other types of media and with the same level of recording and reporting. However, for enterprises with more sophisticated social media needs CosmoCom’s open approach to integrating with the expanding pool of social media monitoring and CRM applications provides enterprises with a flexible framework for adding social media into their multi-channel customer service mix.

A good example of this is CosmoCom’s deep integration of the CosmoCall Universe virtual contact center suite with Buzzient’s social media monitoring technology. The combination provides a holistic solution for finding and analyzing relevant social conversations - using business rules to identify and route only those interactions requiring attention. CosmoCall Universe selects the best customer service specialist to handle the call, presents the interaction information to them, and reports on it in a similar manner to other communications channels.

"In the same way that the internet evolved as a channel for customer feedback and customer service, social media has now become a critical new channel for CRM," remarked Timothy Jones, Buzzient CEO. "With over 500M users on Facebook alone, it’s become clear in 2011 that listening, analyzing and responding to customers via social media is a must-have capability. Buzzient’s transparent integration with CosmoCall Universe provides for timely support of this critical channel."

"As enterprises evolve their social CRM strategies, the technologies they begin with are usually Cloud-architected point solutions," says Michael Maoz, Gartner VP of Research, "Businesses will likely select these best of breed components as they incorporate social CRM into their contact centers, as full suites are in their infancy. We are at the beginning of an evolutionary period in product suites for Social, but they will become central to the contact center within five years."

"CosmoCom’s CRM philosophy has always been to provide effective tools that enable organizations to easily, quickly and seamlessly integrate the customer relationship management applications that make the most business sense for them into their contact center(s)." said Dr. Ben Eisner, CosmoCom President, "Social media represents yet another communication channel for CosmoCall Universe, and CosmoCom is happy to empower customers to integrate with their social CRM applications of choice."

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.onlineprnews.com

About CosmoCom:
CosmoCom, the global leader in Contact Center Consolidation 2.0, provides IP contact center technology for the largest and most complex enterprise requirements, consolidating multiple locations -- onshore, offshore, and home -- formal and informal agents, captive and outsourced operations, multi-channel, and multiple applications. Benefit from Consolidation 2.0 with CosmoCom technology deployed on premises or via top-tier service providers.