Hosted Call Center Featured Article

Telax Offers Social Media Management for Contact Centers

By Shamila Janakiraman
TMCnet Contributor

Telax Hosted Call Center, specializing in hosted call center solutions, announced the launch of a 3.0 call center offering at the Metaswitch Forum 2010 in Orlando, FL.

According to company sources the 3.0 add-on for the hosted software solution allows skill-based routing of social media messages to Call Center Agent users and also intelligent social media dashboards and real-time reporting.

In a release, Telax Vice President of Marketing, Koray Parmaks, commented, “Our customers are already very excited about this functionality.” “Telax is committed to delivering solutions that keep businesses a step ahead. Social media is the next contact management frontier,” Parmaks added.

Parmaks explained that Telax Hosted Call Center will be now able to deliver Facebook (News - Alert) fan page messages, direct messages, and Twitter replies through skills-based routing by leveraging the Telax Call Center Agent software.

According to Telax Hosted Call Center sources it is already delivering multichannel contact routing that includes chat and e-mail to customers including businesses and government agencies. User groups vary from that of four to over 400.

Telax now offers customized integration with reputation management solutions such as Radian6 as part of the new 3.0 add-on.“We have a talented development team who are very excited about social media. We can deliver custom solutions with workforce management, reporting and business intelligence that isn't available anywhere else,” emphasized Parmaks.

Stefan Knight, vice president of Strategic Alliances, said that social media is evolving to become a primary vehicle for consumers to communicate. Telax add-on serves to facilitate adoption of social media into the call center and allows customers to extract the maximum value from their investments in Metaswitch products.

New Telax Hosted Call Center serves clients including Best Buy (News - Alert) and Chevron. Telax Hosted Call Center will be present at the Metaswitch Forum 2010 at the Rosen Shingle Creek Hotel exhibition space on Sept. 24, 2010 from 11:45 a.m. to 6 p.m. EST, confirmed company sources.

The Metaswitch Forum is an event organized for Metaswitch Networks’ customers, prospects and partners. The event will help communication service providers, enabling them to remain competitive in the telecommunications industry.