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News : inContact and HelpSocial Complete Social Customer Care Integration
Salt Lake City, UT, USA, Aug 11, 2016 -- inContact (NASDAQ: SAAS), a provider of cloud contact center software and workforce optimization tools, announces its partnership with HelpSocial, Inc., an integration platform for customer care and social media. The partnership between inContact and HelpSocial will bring social media customer care abilities to contact center agents through a seamless integration with inContact’s Open Cloud Platform.
"Customer service via social media is crucial for companies to connect with their customers and this vital functionality is a key component to a true omnichannel platform," said Paul Jarman, CEO of inContact. "We are very excited to provide our customers with an easy-to-use social media channel in the cloud through our partnership with HelpSocial."
"HelpSocial allows businesses to serve customers over social media without disrupting current processes and tools," said Matt Wilbanks, HelpSocial CEO. "Working alongside a leader like inContact to bring their customers social as a channel is exciting validation for the role social media plays in customer service."
Posted by Veronica Silva Cusi, news correspondent
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inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The inContact platform includes: a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), Interactive Voice Response (IVR) with speech recognition, an innovative online hiring solution, an eLearning application, workforce management functionality, and a customer feedback and survey solution.
HelpSocial is a social response platform with an open API and helps businesses monitor social networks and connect teams and apps across their organizations.
Published: Friday, August 12, 2016