Outbound Call Center Featured Article

Aspect Offers Social Media into the Contact Center

By Mandira Srivastava
TMCnet Contributor

To enable organization to utilize social media channels such as Twitter, Facebook, web forums and blogs to expand business, Aspect (News - Alert), a provider of customer contact and Microsoft platform solutions, today announced the availability of Aspect Social Media Channel Integration. It will help businesses to turn social media engagements into productive customer dialogues that create a positive experience and deliver significant business value.

According to a press release, the Aspect solution offer companies to manage their interactions with today's hyper-connected consumers who are increasingly relying on social media not only to communicate with peers but to seek answers about products and services.

Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics, said, "In the past year, there has been an explosion of discussion about integrating social media into the contact center. Aspect's broad contact center solution portfolio allows them to leverage not only contact center routing, queuing and reporting but also workforce optimization and analytics to help companies maximize their social media investments." 

Aspect customers can get Aspect's sophisticated workflow rules, call center performance analytics, and workforce optimization capabilities to social media-based communications.   This provides social media communications to be easily integrated into the overall customer contact strategy as a distinct channel, leveraging existing resources and investments.

The solution offers social media interactions that are identified through virtually any social media monitoring tool customers have in place.   Relevant and actionable interactions are identified based on customer-defined criteria, which includes relevant search terms and weighting factors, followers, or perceived sentiment.

 In other company news, TMCnet reported that Aspect, a provider of customer contact and Microsoft (News - Alert) platform solutions, has been named a leader in CRM industry by publication announced in March.

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