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News : Simplify360 Enhances Social Contact Center Solution
March 24, 2014 -- Simplify360 announces its new list of features with functionalities, to take the existing social customer service to the next level.
One of the major challenges for companies is managing complaints on social media and keeping track of the issues. Using existing Twitter or Facebook channels, it doesn't allow customer service supervisors, the required visibility of the customer service agent's performance and case details.
Simplify360's enhanced priority setting functionalities can enable supervisors to automatically identify and route complaints on social media to concerned customer agents within no time. The prioritization and routing technology of Simplify360 has been built with full customization.
Rohit Gupta, CTO and Co-Founder of Simplify360 stated, "Prioritization, Routing and Queuing form the backbone of any good social CRM system, the performance of the solution directly impacts the resolution time of agent and hence a better ROI. With this enhancement, we are one step closer to the Social Media Contact Center Solution we have envisioned."
"This is one major addition to the existing solution that increases performance of Call Centers, while improving the experience for customers. Our mission is to make every bit of customer complains heard, while controlling the frauds and unwanted criticism," says Bhupendra Khanal, CEO and Co-Founder of Simplify360.
Posted by Veronica Silva Cusi, news correspondent
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About Simplify 360:
Simplify360 is a leading social business intelligence company. The company has physical presence in India and US, and have partners in APAC and Europe. The product is sold in over 100 countries directly or through partners. Simplify360 provides integrated enterprise solutions; their latest offerings are Social Marketing Suite for agencies, Social Contact Center for BPOs and Social Command Center for Enterprises.
Published: Tuesday, March 25, 2014