HootSuite announced that it has integrated technology from Attensity,a provider of multichannel contact center solutions.
HootSuite Enterprise enables organizations to launch social campaigns, identify and grow audiences, and distribute targeted messages across multiple social channels. By integrating with Attensity's automated workflows and reporting capabilities, HootSuite Enterprise clients can streamline workflows including:
- Multichannel routing, queuing, and escalation: Enable full-time social care agents to reduce time-to-answer in high-throughput environments through both the HootSuite and Attensity interfaces.
- Text analytics and business rules: Cut through the noise and focus in on actionable messages from customers and prospects, including cries for help, intent-to-churn, and intent-to-buy signals.
- Multichannel engagement capabilities: Allow agents to move seamlessly between open social channels like Twitter, Facebook, and Google+, and private channels such as email, surveys, and private forums.
- Unified customer intelligence reports: Drawing from real-time data, bring insight to customer sentiment, agent performance, top and emerging issues, top compliments, competitive threats, and more.
"Social media puts customers in the driver's seat,” said Holmes, CEO, HootSuite, in a statement. “Customers are increasingly turning to social media to ask questions, complain, and give praise. Brands need a both a strategy and the right tools to manage this onslaught of communication