Contact centres and social media coming together

Presence Technology launches a Social Network solution to manage information from various social networks like Twitter, Facebook and Skype, and integrate it with the contact centre

 Presence Technology, the European software company dedicated to supplying all-in-one Solutions for contact centres, has launched its newest technology: Presence Social Media for Contact Centres which it claims is the answer to contact centres that need to adapt their resources social networks.

 Presence says the solution connects clients through social networks and it standardises the interface among these channels with no need to change the Contact Centre’s current features, and no increase in operational costs.

 Sometimes, company’s product reviews are shared, posted, commented and discussed over the Internet in real time. In most cases, pertinent information is never seen by companies and their lack of response leads them to miss opportunities to interact with actual and potential customers. Additionally, companies could use information provided by the client to redesign the organisation’s strategies and to improve its products and services.

 How can organizations interact in a more instant and flexible way with their users through these networks? Presence Social Media extends the ability to the Contact Centre to tweet, post messages, answer messages and even to manage instant messaging in real time with the rest of channels in Presence Suite. Presence Social Media integrates, via a single interface, a variety of tasks, such as blending, automation, sorting, management, interactions, back-office task control and reporting, as well as any communication through social networks.