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Connect

Omnichannel Cloud Contact Center 

Social Media Monitoring

Feature Brief

SOCIAL MEDIA INTERACTIONS ARE CRITICAL TO THE SUCCESS OF OMNICHANNEL CONTACT CENTERS

Companies that engage customers on social media provide better responsiveness, drive more sales conversions, and achieve higher customer satisfaction scores. Leap Connect enables a fully flexible solution for managing social media interactions—and it’s all part of a complete omnichannel cloud contact center solution. This includes tools to help contact center managers and operational teams to more quickly monitor social media interactions, while enabling immediate connectivity to agents with complete context. The solution also supports push notifications based on keywords to alert and support agents that handle social media interactions.

All social media interactions are managed within the omnichannel unified agent desktop

Leap Connect supports today’s major social media platforms, including Facebook, Twitter and LinkedIn. This enables your company to deliver a more consistent and efficient experience for your customers, while enabling agents to handle social media interactions like any other inbound or outbound contact, using the same data and tools to drive personalization and efficiency.

ENABLE CUSTOMERS & AGENTS TO MOVE ACROSS CHANNELS

By supporting social media platforms as part of an omnichannel contact center solution, companies can deploy the same intelligent routing, reporting and analytics strategies across all customer touch points. Leap Connect also enables companies to quickly and easily transfer social media interactions between other channels that may be more effective—and private—to solve a customer issue or answer a question, including email, text and voice interactions.

SUPPORT FOR MAJOR SOCIAL MEDIA PLATFORMS

KEY FEATURES

Fully Integrated Solution

Intelligent Omnichannel Routing

Easy Drag & Drop Set-Up

360° View of Social Interactions

Flexible Tool for Monitoring & Support

Centralized Reporting & Analytics