Social Media & Customer Engagement in the Contact Center

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Social Media & Customer Engagement in the Contact Center

Magic Quadrant for the CRM Customer Engagement Center The blend of social media engagement with CRM software is evolving the contact center into the customer engagement center. The CRM customer engagement center (CEC) refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide service to customers as they move among communications channels — including social media, and to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers. A complete CEC solution, although not available from a single vendor, will contain the following functional components: Customer service and support (CSS) problem management, trouble ticketing and case management Knowledgebase solutions, content management and advanced desktop search Real-time analytics/decision support Social media engagement for customer service In-line support of mobile consumers Download the white paper for the full list!

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