News : IP Integration Delivers a Responsive Social Experience For The Caravan Club With Sentiment
#contactcenterworld, @ipiltd, @smetrics
London, UK, Sept 14, 2016 -- IP Integration, a contact centre provider and key technology partner of The Caravan Club, announced that it is teaming up with Sentiment to deliver a responsive social experience for The Caravan Club members. The Caravan Club, the UK’s club for caravan, motorhome and trailer tent owners, will deploy Sentiment’s social customer care platform to deliver effective, personalised social engagement and meet growing member demands for a seamless, omni-channel experience.
Sentiment will work closely with partner IP Integration to deliver a social solution underpinned by powerful engagement features and consolidated social data to enhance the view of the customer journey within the contact centre.
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Dave Glasgow, Sales Director, IP Integration said: "Social plays a key role in today’s customer communication environment and it’s vital it can be integrated into our client’s core contact centre environments to enable them to be ahead of the game with both responding to and monitoring what’s being said about them on social channels."
Peter Martin, Head of Operations, Membership Services at The Caravan Club commented: "With their partnership approach and knowledge in the customer care sector, we selected Sentiment due to the company’s strong service reputation and the capabilities of its social engagement technology."
First-phase deployment is already underway. Intelligent workflow and automations will make it easier for The Caravan Club’s customer support team to prioritise and manage inbound messages effectively.
Junel Oberholzer, Customer Success Manager at Sentiment said: "There is a growing trend, led by proactive organisations, such as The Caravan Club to take a more long-term strategic approach to the management of social engagement. We are excited to be working with The Caravan Club, supporting their vision of an integrated social customer service platform that captures social data quickly, accurately, and securely. The deployment will enable them to increase efficiency by reducing response times, and improve agent productivity with the use of smart workflow and automations to organise mentions. In addition, the use of centralised social data will create a robust ‘single version of the truth’ that can provide actionable insight on contact behaviours and help drive improvements to the customer experience."
#contactcenterworld, @ipiltd, @smetrics
Posted by Veronica Silva Cusi, news correspondent
Source: IP Integration
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About IP Integration:
IP Integration provides contact centre solutions and applications to UK organisations from the financial services, retail, healthcare, charity and local government sectors.
Sentiment is a social customer service platform.
Published: Thursday, September 15, 2016
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