Posts Tagged ‘YouTube’

The Social Media Revolution for Corporate Contact Centers

September 18, 2010

Opportunities and demands on today’s Corporate Contact Centers have evolved extensively since the early days of the “Call Center”. Whereas the primary communication channel has always been the voice call, today we have the addition of SMS Text, Email, Faxes, Web Chat and now Social Media.

Social Media (such as Twitter, Facebook, YouTube) opens up new possibilities for corporates to interact with their customers and analyse what people are saying and thinking about them and their products.

With the addition of Social Media capability to Datasquirt‘s CONTACT messaging platform; Corporate Contact Centers now have a solution that enables them to leverage Social Media channels alongside SMS, Fax, Email and WebChat. This is ideal for enabling conversations with customers to span multiple channels without compromising the ability to holistically report and audit across the whole spectrum of channels.

Click here for a preview of “CONTACT Social”, Datasquirt’s new Social Media capability for its CONTACT messaging platform.

Corporate Contact Centers extend to Social Media with Datasquirt

June 18, 2010

This week I sat in on a pre-release demonstration of Datasquirt’s Social Media offering for its flagship product “CONTACT”. It was being presented to a large British corporate customer who is already very active in the Social Media and non-voice Messaging space.

Social Media is a “hot potato” for large corporate businesses and government departments because they typically require a team of people to operate their Twitter, Facebook, YouTube etc accounts and therefore have specific requirements for coordinating, distributing, recording and reporting these messages and conversations.

What excited this British customer (and me for that matter) was how Datasquirt’s CONTACT solution would allow the corporate contact center to mix Social Media channels in with other channels such as SMS text, web chat, fax and email. All of these channels mix together in a single management & reporting console and allow conversations to span over multiple channel types if needed (for example a conversation could start out on Twitter and then shift to email or SMS).

As a Cloud-based application, CONTACT has been designed from the ground up to run in a web browser and be compatible with the work-flows and reporting expectations of corporate contact centers. It is used by some of the largest corporations and government entities for processing SMS text, Web Chat, fax and email communications. This is about to extend into Social Media, starting with Twitter and moving in to Facebook, YouTube, LinkedIn and other social media channels.

More details about CONTACT and its multi-channel communication capabilities can be found on Datasquirt’s web site.