inContact Expands Cloud Platform With Social Customer Care Offering

inContact, a provider of cloud contact center software and contact center agent optimization tools, today announced that its recently launched cloud universal queue will be expanded with the availability of social customer care channels from inCloud ecosystem partner SoCoCare.

The SoCoCare solution has been developed specifically for customer care agents, supervisors, and managers and the cloud-based offering handles Twitter, Facebook, LinkedIn, RSS feeds, blogs, and articles.

The SoCoCare solution will be available as an integrated channel in the inContact universal queue, enabling social interactions to be routed, skilled, and prioritized like any other contact center channel. This integrated approach enables organizations to combine social cases with other multichannel interactions, optimizing agent workflow and contact handling. For those organizations that are just starting out with a social care approach, the inCloud SoCoCare solution will also be available as a standalone offering.

Highlights of the inCloud SoCoCare offering include the following:

• Self-learning Spam Elimination to ensure that agents receive only the most relevant and actionable social posts. The system automatically trains based on user input so it gets more accurate over time.
• Automatic Prioritization of Social Posts automatically tags and prioritizes social posts based on attributes like sentiment, influence, and topical relevancy, enabling agents to respond to those interactions that matter most.
• Social Analytics including agent, workgroup, and supervisor dashboards powered by rich data and business metrics.
• Author Search and Conversation Threading provides a social author's interaction history, enabling agents to have intelligent context for customer response. 

"We are excited to partner with inContact, the cloud contact center leader, to deliver an integrated social customer interaction solution for today's demanding market," said Ed Margulies, chief operating officer and co-founder of SoCoCare, in a statement. "The combination of our leading-edge social interaction management offering with inContact's cloud platform and universal queue technology provides a powerful solution for contact centers that are taking a proactive approach to social customer care."

"With more than 1 million Twitter accounts established in 2012, social media presents a host of new challenges for today's contact center," said Paul Jarman, inContact CEO, in the statement."We are pleased to partner with social care specialists SoCoCare to deliver a unique, cloud social offering to help our customers effectively address this emerging customer interaction channel."

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