Turn Chaos into Conversations.
Integrate Social Media into Your Contact Center

Get your entire organization behind social customer care.
  • Best-in-class solution purpose-built for social customer service and ready to integrate into your contact center stack 
  • Experienced services and support designed to drive the greatest value and ensure best practices in implementation


Introducing PLAY 

Automated Call Distribution for Social Customer Service

Automatically route the right content to the right agent at the right time Learn More. 

  

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Conversations

See complete conversation context

Related public and private messages from the same customer are intelligently threaded into meaningful conversations, giving agents customer context at a glance.

Prioritization

Prioritize service issues from the noise

Conversations are automatically prioritized using custom keywords and machine learning, ensuring agents respond to the most urgent customer service issues first.

Workflow

Manage and measure your team — at scale

Our real time dashboard enables managers to resource agents for spikes in volume, while our analytics and approval workflow ensure that quality of service is maintained.

Insights

Collect customer insight from real time social data

We give managers the tools they need to track customer service performance and SLAs in real time, with historical analysis to get accurate, actionable insight on customer issues.

 

Security

Minimize risk with robust security features 

Comprehensive safeguards including role-based permissions, a complete audit trail, IP locking and a searchable archive ensure compliance within regulatory environments.

Integrations

Achieve a single view of the customer

Our full set of APIs to allow integration into CRM and contact center technologies provide you with a single view of the customer in a multi-channel environment.

Are you ready to integrate social media into your contact center?