In the contact center industry, social media and mobile devices are fundamentally changing the way enterprises engage with customers. In 2013 we’ve seen consumers increasingly turning to their social networks and mobile devices to engage with companies for their support needs. In the past few years the demand for social media customer care has skyrocketed causing many enterprises to face a new challenge. Conversely, we have seen social media customer care become a successful opportunity and a competitive advantage for many cutting-edge enterprises.
In October 2013 Five9 (News - Alert) acquired SoCoCare, a best-in-class social engagement and mobile customer care solution, as a direct response to the emerging social and mobile customer care trends. The combination of Five9 and SoCoCare enables organizations to treat requests for customer service or support from social and mobile similarly to incoming phone calls.
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The SoCoCare social engagement solution for customer care combines rich social feeds (from blogs, articles and social network posts) with the ability to reply and direct-message authors all on one, unified platform. SoCoCare was built from the ground up specifically focused on customer service in the contact center, unlike most social tools that were originally designed for marketing or brand building.
Furthermore, the SoCoCare mobile solution adds real-time customer service technology to existing mobile applications; it includes intelligent routing, mobile messaging and chat, sentiment feedback and voice of the customer (VOC) features.
Five9 is proud to have made the strategic decision to bring best-in-class social and mobile solutions into the cloud contact center. We believe this will allow us to deliver the next generation of cloud contact center software.