inContact Adds Social Interaction Management to Queue Technology

Contact center software provider inContact Inc. announced that its recently launched cloud universal queue will be expanded with the availability of social customer care channels from partner SoCoCare.

The SoCoCare solution has been developed specifically for customer contact agents, supervisors and managers, and the cloud-based offering handles Twitter, Facebook, LinkedIn, RSS feeds, blogs and articles. It will be available as an integrated channel in the inContact universal queue, enabling social interactions to be routed and prioritized like any other contact center channel.

This integrated approach allows organizations to combine social cases with other multichannel interactions, optimizing agent workflow and contact handling, inContact says. For organizations that are just starting out with a social strategy, the inCloud SoCoCare feature will also be available as a standalone offering.

The combination of SoCoCare’s social interaction management offering and inContact's cloud platform and universal queue technology provides a solution for contact centers that are taking a proactive approach to social customer care, according to Ed Margulies, COO and co-founder of SoCoCare.

Highlights of the inCloud SoCoCare offering include self-learning spam elimination to ensure that agents receive only the most relevant and actionable social posts;  automatic prioritization of social posts based on attributes such as sentiment, influence and topical relevancy; social analytics, including agent, workgroup and supervisor dashboards; and author search and conversation threading, which provides a social author's interaction history, enabling agents to have intelligent context for customer response.

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