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Facebook and Twitter Helps Call Centers Deliver Information to Consumers

September 29, 2009

By Kelly McGuire,
TMCnet Editor

In efforts to expand their market base and available information, customer interaction and company following, Five9, a call center software provider, has created a Facebook Fan Page and a Twitter Page.

Both social media sites are continuously evolving and more and more companies – big and small – are creating pages as a means to expand their communications network with heavily trafficked media sites. 

“By creating a community of Five9 fans and followers, we can effectively communicate about important events and create a forum to exchange ideas that benefit the entire call center industry,” David van Everen, vice president of product management at Five9, said.

This way, if Five9 were to have a new software application or product they’d like to feature, posting an update on either social media page allows customers and followers to have the most up-to-date, accurate news and software information. 

“Participation in our social media presences will enable [enterprises] to build comfort and peace of mind with the migration effort,” van Everen said.

Additionally, specific services and internal research will both be showcased on these media pages.

“We expect to share information about call center practices and links to call center research data to further enable our customers to improve productivity gains using sophisticated call center software, such as our Virtual Call Center Suite,” van Everen said.

In order to push for customer interaction, there will also be an opportunity for customers to share best practices and “tips and tricks” with one another. 

For those followers and customers interested in migrating to cloud-based call centers, these media pages will allow for an educational and informational view on “what’s hot” in the cloud telephony world.  

“People will be able to learn more about this exciting new technology which is revolutionizing call centers,” van Everen said.

And, with larger enterprise customers migrating from premise-based call center technology to cloud cloud-based solutions that integrate with leading on-demand CRM and lead management systems, these pages will serve as a jumping off point to help those looking to expand into this popular sector of the industry.

But, why Facebook (News - Alert) and Twitter instead of a company Website blog or another outlet? 

“This is another way for us to have a dialog with our marketplace – we will be listening to the market too, on Facebook and Twitter, not just pushing out information,” van Everen said. “It is one more channel for us to collect market feedback to fuel our product and feature development, led by the largest engineering team in the industry.”

For companies who want to stay on top of the industry, taking advantage of these Five9 media pages allows for a steady information flow, while having the ability to voice opinions and give individualized input for a specific application or industry.

Kelly McGuire is a TMCnet Editor. To read more of her articles, please visit her columnist page.

Edited by Kelly McGuire