Orlando, FL (PressExposure) February 28, 2011 -- CosmoCom today announced broad social media integration support for its leading all-in-one contact center suite.
Social media outlets like Facebook, Twitter, LinkedIn, blogs and others have empowered consumers to engage in conversations about their experiences with companies and products like never before. With the exception of a few early adopters, most organizations are in varying stages of figuring out how to best monitor the social web for relevant conversations and effectively engage with consumers via the contact center.
For companies with a smaller social footprint CosmoCom technology can natively route social media interactions to skilled agents via the same business rules as other types of media and with the same level of recording and reporting. However, for enterprises with more sophisticated social media needs CosmoCom's open approach to integrating with the expanding pool of social media monitoring and CRM applications provides enterprises with a flexible framework for adding social media into their multi-channel customer service mix.
A good example of this is CosmoCom's deep integration of the CosmoCall Universe virtual contact center suite with Buzzient's social media monitoring technology. The combination provides a holistic solution for finding and analyzing relevant social conversations - using business rules to identify and route only those interactions requiring attention. CosmoCall Universe selects the best customer service specialist to handle the call, presents the interaction information to them, and reports on it in a similar manner to other communications channels.
"In the same way that the internet evolved as a channel for customer feedback and customer service, social media has now become a critical new channel for CRM," remarked Timothy Jones, Buzzient CEO. "With over 500M users on Facebook alone, it's become clear in 2011 that listening, analyzing and responding to customers via social media is a must-have capability. Buzzient's transparent integration with CosmoCall Universe provides for timely support of this critical channel."
"As enterprises evolve their social CRM strategies, the technologies they begin with are usually Cloud-architected point solutions," says Michael Maoz, Gartner VP of Research, "Businesses will likely select these best of breed components as they incorporate social CRM into their contact centers, as full suites are in their infancy. We are at the beginning of an evolutionary period in product suites for Social, but they will become central to the contact center within five years."
"CosmoCom's CRM philosophy has always been to provide effective tools that enable organizations to easily, quickly and seamlessly integrate the customer relationship management applications that make the most business sense for them into their contact center(s)." said Dr. Ben Eisner, CosmoCom President, "Social media represents yet another communication channel for CosmoCall Universe, and CosmoCom is happy to empower customers to integrate with their social CRM applications of choice."
CosmoCom will be exhibiting in booth 1309 at Enterprise Connect in Orlando, Feb 28 - March 2.
Buzzient , founded out of work at the Center for Digital Business at MIT, uses patent-pending technology to automatically collect information from social media sources in real-time, analyze the content based on customer specifications, then turn this social media data into actionable information through integration with contact center and CRM applications. The Buzzient Enterprise solution gives customers everything they need to leverage existing sales and customer support processes in the world of social media. The company has operations in Cambridge, MA USA & Boston's Innovation District. For more information please visit: [http://www.buzzient.com]
CosmoCom provides a unified, all-IP contact center suite that enables businesses to quickly, easily and economically fulfill the most complex customer interaction management requirements of today - and tomorrow. CosmoCom's Consolidation 2.0 strategy unites all customer contact functions, locations, and personnel - including outsourcers and home agents - on a single unified customer communications platform that is Virtual by Design. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom's unified contact center technology in-house, or via a service provider offering hosted contact center services. CosmoCom customers include Fortune-class enterprises around the globe, including many of the world's largest service providers. With its reputation for servicing sophisticated, mission-critical applications, CosmoCom is the most selected provider of cloud-based contact center platforms to top-tier telcos worldwide. For more information, please visit http://www.cosmocom.com.
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