Siemens Combines Social Media and Contact Centers

Siemens Enterprise Communications has announced the release of OpenScape Fusion Social Media Integrations, an integration service solution that lets companies combine public and cooperate social media tools with customer contact centers, unified communications, and collaboration solutions.

With the OpenScape Fusion Social Media Integrations, employees can collaborate and monitor the activities of their customers, using the automatic and aggregated social media tools integration with other desktop communications supported by the OpenScape Fusion Social Media integrations.

Among the features it provides are automated routing of incoming and outgoing communications, integration of social media interactions and data into existing tools, streamlined information sharing through blogs, chat groups, etc., and automated updates to status and conferencing abilities.

"It’s clear that organizations need to start integrating social media channels into their contact center and customer care strategies, and it makes sense for enterprises to utilize their contact center agents to address social media, and for the contact center to become the focal point for all customer interactions," says Blair Pleasant, co-founder of UCStrategies. "By integrating social media with the contact center, contact center agents can treat these interactions like any other interactions, and social media becomes another customer contact channel."

Pleasant adds, "While Siemens isn’t the only vendor offering capabilities to integrate social media with contact center and unified communications capabilities, it is the most open, enabling organizations to use their choice of tools, while supporting open standards and integration to other products and vendors."

For more information, visit www.siemens-enterprise.com.