Dallas, TX (PRWEB) May 23, 2013
Telligent, a leading provider of social community software for the enterprise, today announced its partnership with SoCoCare for social customer service. Designed specifically for customer care agents to provide support over multiple social channels, SoCoCare’s cloud-based offering rolls-up listening, engagement and social analytics into one social command center that increases agent productivity. SoCoCare enhances Telligent-powered communities with all of the customer care tools that agents need to deliver effective social customer service.
“By partnering with SoCoCare, Telligent can provide customer care teams with insights about their social support initiatives, enabling organizations to increase agent productivity and lower support costs. SoCoCare’s all-in-one natural language processing, decisioning, social network aggregation, listening, analytics and influence tools for customer care combined with Telligent will save agents time and enable them to quickly respond to the people who matter most,” said Jon Allen, Director of Strategic Alliances for Telligent.
Telligent and SoCoCare are developing deep integrations to bring community traffic into SoCoCare’s platform, providing a singular console for agents and supervisors to seamlessly drive agent responses back through Telligent communities. Additionally, Telligent community content will be available as resources for agents to push knowledge base responses out to social channels, such as Facebook and Twitter, as well as to community authors - all through the SoCoCare platform.
“SoCoCare and Telligent’s partnership helps companies deliver an exceptional level of social customer service, across social channels. Whether it’s peer-to-peer support happening in online forums or agents listening and responding to service issues on Twitter, the combination of SoCoCare and Telligent means faster response times and happier customers,” said Jonathan Russell, Vice President of Channels and Strategic Accounts of SoCoCare.
SoCoCare is part of the Hyfiniti portfolio of cloud-based customer care offerings including InAppCare (Mobile Customer Care) and Hold-Free Networks (Callback and Queue Management). SoCoCare products are developed to deliver a more dignified customer service experience over social channels. The company was founded by a group of contact center and cloud-offering professionals who understand today's socially connected, smartphone savvy, and generally demanding customer. Learn more at http://www.sococare.com.
Telligent powers online communities and enterprise social networks that are essential to business. Global brands including Cadbury, Dell, Investec, Microsoft, Oxfam, Rackspace, Sitecore and Susan G. Komen for the Cure trust Telligent to transform their business with social. Telligent software helps companies empower their customers, employees and partners with social collaboration tools that drive real business value: higher sales, lower costs and bigger ideas. Our commitment to customer excellence is matched only by our dedication to community service, a people-first philosophy that defines our brand promise. For more information, visit Telligent.com or connect with us on Twitter and Facebook.