Social Collaboration

“Social collaboration technology enables today’s contact centers to move beyond request management and toward building a community.”

Social Collaboration Support

VContactCenter incorporates the latest private and public social collaboration technologies into the contact center to enhance customer interactions, speed transactions, and build personalized communities. This innovative approach engages your contact center staff while enabling your contact center to benefit from improved knowledge sharing and team building via these immediate and collaborative tools. 

VContactCenter’s private social collaboration capabilities enable your contact center to:

• Allow people to “subscribe” to information about particular contacts, clients, and products. Sales people, customer service managers, QC staff, or any team member can gain real-time insight into elements that are relevant to their job within the organization.  This unique approach means that users no longer need to mine for data within VContactCenter  – the information is “pushed” directly to their desktop.
•  Promote and share “tribal knowledge” easily via collaborative group settings within VContactCenter.
• Integrate new employees into the company quicker, shortening training periods and creating networking opportunities between new and seasoned employees.
• Increase personal connectivity between employees, boosting job satisfaction and retention, and speeding problem resolution via community building.

VContactCenter’s powerful public social collaboration capabilities enable your contact center to:

• Access social networking sites directly, and automatically monitor them for key words and phrases that are important to your organization. These automated feeds come directly into VContactCenter, where users can respond via the specific social site, or can generate a request for follow up.
• Keep employees up-to-date with the latest information available on the web via integrated RSS feeds. These feeds can originate from internal sites within your organization, or via public sites.