Vocalcom Adds Social Care to Its Contact Center Software


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Vocalcom, a provider of contact center software and cloud customer contact technology, is set to release Vocalcom Social Care, a social customer service solution for Twitter.

With the Vocalcom Social Care solution, Vocalcom cloud contact center software will offer rich context about customers, gain insights from customer service interactions, and prioritize conversations that need attention.

Twitter recently launched a suite of data products and functionality designed to help companies deliver optimal customer service. The suite offers detailed contextual insights about customers, rich analysis of tweets with internal company data, and advanced metrics to measure brand audience. It's full of real world examples from companies like Hilton, Best Buy, Comcast, Spotify, T-Mobile, and Microsoft. In addition, brands will have greater access to their public tweet archives reaching back to 2006.

Twitter also published the Twitter for Customer Service Playbook, a guide for companies with detailed information on the key steps and best practices for using Twitter to deliver exceptional social customer service. The guide features numerous case studies from global organizations that have achieved exceptional customer service success using Twitter as a platform. According to the guide, there was a 68 percent increase in the number of U.S. adults using Twitter for customer service in 2014.