3CLogic and HelpSocial Partner on Social Customer Service Contact Center Platform
3CLogic, a provider of cloud call center software, is partnering with HelpSocial, a provider of social customer service solutions, to integrate social customer service into the contact center infrastructure.
"Consumer demand for support in social channels is clear but has rapidly outgrown the marketing departments typically tasked with responding," said Matt Wilbanks, CEO and co-founder of HelpSocial, in a statement. "Enterprises are looking to call centers to help scale their coverage while providing the proper integrated social tools marketing teams generally lack."
Together, 3CLogic and HelpSocial will offer a more complete multichannel contact center solution.
The integrated solution will offer the following:
- Intelligent routing of social mentions;
- Automatic agent access to customer relevant data to facilitate handling and responses; and
- Social customer service training and guidance.
The partnership announcement comes following 3CLogic's recent software release and update in which it unveiled an inbound intelligent routing solution for all asynchronous communications, such as email, SMS, and social media.
"Consumers are increasingly diversifying their use of different channels to communicate with businesses," said Raj Sharma, chief operating officer at 3CLogic, in a statement. "And yet consumer expectations remain the same regardless of the chosen channel, which highlights the importance of being able to intelligently route, evaluate, and respond to each inquiry across all channels in a uniform and consistent manner. We are very excited about the synergies 3CLogic's leading contact center solution and HelpSocial's social customer services will provide to both our mutual and future customers."