Twitter Integration

Twitter has become a very widely used forum for people to express their views and connect on common topics of discussion. For a multi channel contact center solution to be complete it is imperative that Twitter feeds are also available as a mode of customer communication. Consumers tweeting on your company handle need to be addressed and responded to. This creates a connection between consumers and the enterprise and generates loyalty.

Twitter Feed

Tweets to the company hash tag can be mined and routed to the agent using ICX Multi-channel Contact Center. Agents can respond directly to customer tweets using the unified desktop.

Enhanced Control

Public tweets cold prove detrimental and ICX has an in-built check that sends all public responses to a supervisor for approval.