Spanlink to Present on Social Media in the Contact Center at Enterprise Connect

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Attendees to learn how Social Media can Improve the Customer Experience

Spanlink Communications, a leading provider of Cisco collaboration and contact center solutions, announced today that Roxann Swanson-Sawyers, Spanlink’s vice president of Sales, will be a key member of a panel discussion focused on “Socializing Your Contact Center for Greater Customer Engagement” at Enterprise Connect being held at the Gaylord Palms Convention Center in Orlando, Fla.

The session is part of the Social Enterprise track and is scheduled for Tuesday, March 1 at 8 a.m. Eastern. During this session, Sawyers and fellow panelists will discuss the power of adopting and strategically implementing effective social media campaigns to improve the customer experience within the contact center and enterprise. They will address key questions such as:

  •     Which social network platforms are the most important for contact centers?
  •     Are there contact center vendors offering solutions that enables social media monitoring and engagement, and are these tools ready for integration into the contact center?
  •     What’s the best way to incorporate customer feedback into your contact center operations?

“As I reached out to potential speakers for this Enterprise Connect panel, my goal was to find companies that had not only announced social media solutions for the contact center, but had real customer stories to tell,” said Sheila McGee-Smith, the moderator of the panel and president and principal analyst of McGee-Smith Analytics. “Spanlink not only took a unique approach with Cisco SocialMiner - creating a SaaS-based solution in a year where SaaS was a hot growth area for contact centers – but they have successfully deployed the solution with multiple customers.”

Cisco SocialMiner, a tool that helps contact center agents monitor, respond and report on Social Media interactions, is one of the seven technologies up for the Best of Enterprise Connect Award. Spanlink is the first Cisco partner to offer Cisco SocialMiner as a cloud-based offering, referred to as Spanlink SocialWatch.

“Companies are beginning to recognize social media as a growing new channel for customer care, and are leveraging this new medium to strengthen their brand, increase sales and improve customer relationships,” said Sawyers. “During this panel I’ll share some of the results our customers have achieved with Spanlink SocialWatch to date, and the steps they took to move forward and implement active social media campaigns.”

Enterprise Connect, formerly VoiceCon, runs February 28 – March 3. Registration for the show is now open. Anyone interested may register by visiting http://www.enterpriseconnect.com.

About Spanlink Communications, Inc.
Spanlink Communications is a leading provider of unified communications and customer interaction solutions. With more than 22 years experience, Spanlink helps companies exploit the benefits of virtual unified communications networks for business transformation. Spanlink applies expert advising, deployment, integration and managed services to tailor each customer’s solution and support plan to its business needs for transformational business improvements in productivity, efficiency and customer satisfaction. Spanlink is a Master certified Cisco partner serving mid-size businesses and large enterprises. Find news and information at http://www.spanlink.com.

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Vicki Kallhoff, PR & Marketing Manager
Spanlink Communications
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