Tuesday, July 20th, 2010
Sydney, NSW - 19 July 2010 - IPscape, an Australian cloud-based provider of contact centre technology, today announced beta availability of Twitter as an integral element in its multi-channel contact centre technology solution.

According to IPscape, tweets to a customer service Twitter account can now join voice calls, emails and SMS messages in a single communication queue into the contact centre. Using the IPscape technology contact centre managers can assign specific people to respond to tweets in the queue.

‘Twitter is well beyond the fad stage,’ said Simon Burke, CEO at IPscape. ‘While many seek to “sell” using Twitter, customers are already turning to Twitter for customer service and this is only going to increase. By sheer volume it will quickly move beyond being able to be managed by marketing and PR types. Ultimately existing experts in customer service, those in the contact centre, are perfectly placed to interact via this new channel.’

The tweet functionality is offered as part of the overall IPscape contact centre solution, available on a pay-as you-use basis. With just a browser and business-grade broadband connection, clients have a complete inbound and outbound contact centre that easily scales to meet business needs and call or tweet volumes.

“Our highly flexible cloud-based model improves staff productivity and eliminates the upfront capex and lengthy delays of traditional old world providers,’ said Burke. ‘Give us 24 hours and business-grade broadband and you’ll have a complete feature-rich multi-channel contact centre ready to go - last generation providers can’t even come close to that speed.’

IPscape uses cloud-based technology to queue voice calls, emails, SMS messages and tweets in the cloud ready for the next contact centre agent to be available. Using the smarts of the IPscape software, tweets are queued just like emails or SMS messages and directed to the handpicked ‘approved to tweet’ agents. These same ‘approved to tweet’ agents can also respond to voice calls, email and SMS messages aiding contact centre productivity. Additionally, proactive tweets can be instigated by these agents to notify followers of emergencies or other general service messages.

‘As an integral part of the IPscape contact centre, tweet statistics and measurement are now visible to managers,’ commented Burke. ‘Now management can compare inbound communication channels to better understand the drivers behind improving customer service and the time demands of a Twitter interaction channel.’

In addition to the Twitter technology enablement, IPscape will be sponsoring social media workshops for contact centre managers. These workshops are designed to assist contact centre managers develop the prerequisite social media strategies and policies that will underpin their Twitter customer service interactions.

The IPscape Twitter technology enablement is in limited beta to selected organisations with general availability in the next few months.

More information at www.ipscape.com.au/twitter or contact IPscape on [email protected] to register for the workshops.

ENDS

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IPscape, twitter, customer service, contact centre, call centre, multi-channel, tweet, ROI, workshop

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