Aspect® a New Social Media Integration

By Neil Zawacki
Updated: June 21, 2012

Aspect® a New Social Media Integration

On August 15, 2011, Aspect announced the widespread availability of Aspect(R) Social Media Channel Integration. The solution is designed to allow businesses to use social media to engage in productive conversations with customers and answer various questions about products and services.

Aspect(R) Social Media Channel Integration will grant users access to complex work force rules, call center performance analytics, and workforce optimization. These features will help companies integrate social medial communication to a distinct channel and leverage the resources at their disposal. The engagement framework for the solution is also backed by Aspect(R) Unified IP(R), a special platform that facilitates next-generation customer communication.

Another benefit of Aspect Social Media Channel Integration is that it can identify and manage social media interactions from any tool that the company already has in place. Customers can also select specific search terms and factors to determine which interactions are relevant and require action. These interactions are then automatically directed to a specific employee or department that has been predetermined by the routing rules. This type of core interaction management will thus allow organizations to plan for social media interactions in advance.

Sheila McGee-Smith, president and principal analyst of McGee-Smith Analytics, released a short statement about the platform. She declared, “Aspect’s broad contact center solution portfolio allows them to leverage not only contact center routing, queuing and reporting but also workforce optimization and analytics to help companies maximize their social media investments.”

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