Callmedia launches Facebook integration to the call centre
Sep 2009‘Call Me’ button turns community interest into sales,
helps resolve post sales issues
Fareham, UK, September 2009: Callmedia, the UK’s leading developer of contact centre software, has launched a new application to enable Facebook integration with the contact centre. The application, which provides a ‘Call Me’ button on a company’s Facebook page, is seamlessly integrated to the Callmedia software, enabling an immediate and relevant response to existing or prospective customers who click on the button.
Facebook and other social networking sites let companies create online consumer communities very quickly allowing for brand promotion and increased loyalty. But the primary challenge companies face is how to translate those enhanced customer engagement levels into sales. The new Callmedia Facebook application offers a solution.
How it works:
1. An existing or potential new customer visits a company’s Facebook page. If they want a direct engagement with the company they click on the ‘Call Me’ button.
2. The request is immediately converted into a new task that feeds into the Callmedia software, as part of the ‘universal queue’.
3. The request is intelligently allocated via skills-based routing to the most appropriate available contact centre agent according to the profile information of the individual.
4. The agent then calls the prospect or customer initiating a one to one conversation.
David Groves, Product Director, Callmedia, said “For successful marketing on social network sites, it’s vital to have relevant and stimulating content. But until now there has been no effective method to translate visitors into direct interactions. Callmedia is enabling customers to talk to businesses very easily and quickly, giving brands the ability to turn that interaction into a sale, or to provide post sales customer service instantly.”
Callmedia will be demonstrating its Facebook application integration along with other new contact centre applications at the Callmedia User Forum being held at the Call Centre Expo, NEC Birmingham, 22-23 September, where Callmedia are Gold Sponsors of the conference.
Note: The information conveyed via the Callmedia system following a request via the ‘Call Me’ button is exactly the same as would be conveyed by clicking on third party advert on Facebook.
For more information, please contact:
Dan Roche
Azzurri Communications
Tel: 01932 264850
Email: dan.roche@azzu.co.uk
