Five9 has acquired SoCoCare, a social engagement and mobile customer care solution provider.
Five9 said it wanted to add the social channel to its Virtual Contact Center (VCC) to enable organizations to deliver customer experiences not just over the phone, but via social as well. The combination of Five9 and SoCoCare brings the rapidly growing social and mobile channel to the contact center, enabling organizations to treat requests for customer service or support from social and mobile similarly to incoming phone calls.
The SoCoCare product combines rich social feeds, such as Facebook, Twitter, Yelp, YouTube, SlideShare, communities, blogs, and articles, with the ability to reply and direct-message authors on one, unified platform. Contact center agents can now process social interactions like any other customer interaction. SoCoCare also brings mobile customer care to the Five9 product portfolio, adding real-time customer service capabilities, as well as sentiment analysis to any mobile application.
Additionally, SoCoCare provides rich foundational technologies that will power the next generation of Five9 cloud contact center software, such as a text-based Natural Language Processing (NLP) engine, a business rules engine and role based analytics that are purpose-built for the contact center. SoCoCare customers include large enterprises, as well as outsourcers that serve Fortune 500 companies.