SALT LAKE CITY, Aug. 11, 2016 /PRNewswire/ -- inContact (NASDAQ:
SAAS), the leading provider of cloud contact center software and
workforce optimization tools, today announces its partnership with
HelpSocial, Inc., the #1 integration platform for customer care and
social media. The partnership between inContact and HelpSocial will
bring social media customer care abilities to contact center agents
through a seamless integration with inContact's Open Cloud
Platform.
HelpSocial is solely focused on customer service and purpose
built to meet the needs of the contact center. The seamless
integration with inContact's Customer Interaction Cloud, as opposed
to an add-on social media tool, allows contact center agents to
instantly match customer records to social profiles. This unified
system offers valuable context to agents and enables them to serve
customers faster and provide a higher quality experience. Social
media activity is routed directly to an available agent, links into
the CRM system and displays customer information related to the
social channel interaction. HelpSocial provides inContact customers
with a shortcut to handle the demands of social media without
disrupting the flow of established support processes.
"Customer service via social media is crucial for companies to
connect with their customers and this vital functionality is a key
component to a true omnichannel platform," said Paul Jarman, CEO of inContact. "We are very
excited to provide our customers with an easy-to-use social media
channel in the cloud through our partnership with HelpSocial."
The integration of HelpSocial will bring a breadth of new
capabilities to inContact customers including:
- A unified agent experience, allowing agents to view and manage
private and public social posts from Facebook and Twitter, merged
into the work queue with interactions from all other channels
- Complex searches for conversations with advanced filtering to
eliminate noise
- Full product coordination for the agent while providing
supervisors with detailed access to dashboards and reporting of
social media channel activity
"HelpSocial allows businesses to serve customers over social
media without disrupting current processes and tools," said
Matt Wilbanks, HelpSocial CEO.
"Working alongside a leader like inContact to bring their customers
social as a channel is exciting validation for the role social
media plays in customer service."
The increasing reliance on social media channels is highlighted
in a 2015 inContact Consumer Research, conducted by Harris
Interactive which polled over 2,000 U.S. adults. More than half of
Millennials expressed the importance of customer service via social
media. Additionally, 60 percent of those polled said that reading a
negative customer service review would dissuade them from doing
business with that company.
HelpSocial provides a unique integration method that allows the
contact center to bring social capabilities into their existing
toolset. Its Social Integration TechnologyTM, built on
HelpSocial's open API, allows social features to be handpicked and
integrated directly into inContact contact center platform. This
flexibility provides new features for contact center agents,
without the added downtime of learning a new tool or the
distractions of monitoring additional screens. The HelpSocial
toolset also includes a web application, encouraging collaboration
between the contact center and marketing departments.
Additional Information
- Learn more about available cloud solutions from inContact
- Follow @inContact on Twitter
- Become a fan of inContact on Facebook
About inContact
inContact (NASDAQ:SAAS) is the cloud
contact center software leader, with the most complete, easiest and
most reliable solution to help organizations achieve their customer
experience goals. inContact continuously innovates in the cloud and
is the only provider to offer a complete solution that includes the
customer interaction cloud, an expert service model and the
broadest partner ecosystem. Recognized as a market leader by
Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact
supports over 6 billion interactions per year for enterprise,
midmarket, government organizations and business process
outsourcers (BPOs) who operate in multiple divisions, locations and
global regions. To learn more, visit www.incontact.com.
About HelpSocial
HelpSocial, the #1 integration
platform for customer care and social media, equips contact centers
of large consumer brands with an easy-to-use toolset that turns
social media into a customer service channel. Through a unique
integration method, contact centers can bring social capabilities
into their existing tool-set. Starting in 2011 as an internal
project at Rackspace Hosting, HelpSocial officially spun out with
initial seed funding from Mark Cuban
in 2014. HelpSocial, a proud graduate of start-up accelerator
program Techstars, is now venture backed by several firms funding
the technology sector and has gained traction by doing business
with some of the world's leading contact center software companies.
For more information, visit www.helpsocial.com.
Logo -
http://photos.prnewswire.com/prnh/20120216/LA54560LOGO
To view the original version on PR Newswire,
visit:http://www.prnewswire.com/news-releases/incontact-and-helpsocial-complete-pivotal-social-customer-care-integration-300312090.html
SOURCE inContact, Inc.
