Contact Centre Expo 2014 sees the unveiling of a new partnership between Cirrus, the best of breed operator in the Cloud Contact Centre (CCaaS) Market and Conversocial, the leading social customer service solution.“A huge volume of customer service transactions is channeled through social media, with roughly 10% of customer service requests coming through platforms such as Facebook and Twitter” says Conversocial CEO & Founder, Joshua March. “We are excited to work alongside a partner that already offers a quality portfolio of services and also recognises the unique requirements of social."
The multi-award-winning Cirrus portfolio provides customers with best-practice call routing efficiency and enhanced customer service performance. “Working with Conversocial, Cirrus is able to extend the management of Customer Experience far beyond the voice communication channel” comments Cirrus CEO Jason Roos. “This means we can enhance our customers’ competitive capabilities as social media interaction becomes increasingly important.”
Cirrus and Conversocial solutions provide businesses of all sizes with the ability to enhance net promoter score and customer satisfaction levels. “As social media moves beyond a marketing tool to encompass customer care, a comprehensive management toolset which breaks down departmental boundaries within the organisation is of paramount importance” concluded Jason Roos.
This integration partnership will allow customers to manage both Voice and Social Media using a single, powerful rules based queue and Conversocial's best of breed social customer service tool.