Telligent, a provider of social community software, has partnered with SoCoCare to deliver a social customer service solution.
Through the partnership, Telligent and SoCoCare are developing deep integrations to bring community traffic into SoCoCare's platform, providing a singular console for agents and supervisors to drive agent responses back through Telligent communities. Additionally, Telligent community content will be available as resources for agents to push knowledge base responses out to social channels, such as Facebook and Twitter, as well as to community authors - all through the SoCoCare platform.
Designed specifically for customer care agents to provide support over multiple social channels, SoCoCare's cloud-based offering rolls-up listening, engagement, and social analytics into one social command center.
"By partnering with SoCoCare, Telligent can provide customer care teams with insights about their social support initiatives, enabling organizations to increase agent productivity and lower support costs. SoCoCare's all-in-one natural language processing, decisioning, social network aggregation, listening, analytics, and influence tools for customer care combined with Telligent will save agents time and enable them to quickly respond to the people who matter most," said Jon Allen, director of strategic alliances atTelligent, in a statement.
"SoCoCare and Telligent's partnership helps companies deliver an exceptional level of social customer service, across social channels. Whether it’s peer-to-peer support happening in online forums or agents listening and responding to service issues on Twitter, the combination of SoCoCare and Telligent means faster response times and happier customers,” said Jonathan Russell, vice president of channels and strategic accounts at SoCoCare, in a statement.