Conversocial è stata acquisita da Verint nel 2021 per 50 milioni di dollari. Le sue soluzioni sono state integrate in Verint Messaging. L’entità legale è stata liquidata nel 2022. Ora fa parte della piattaforma Verint.
Conversocial è una soluzione basata sul cloud per il servizio clienti tramite social media, che consente l’interazione con i clienti attraverso canali come Messenger, Facebook, Twitter, WhatsApp, Instagram, WeChat, YouTube, ecc., garantendo sicurezza e controllo. È adatta a diversi settori, tra cui turismo, ospitalità, vendita al dettaglio, banche, telecomunicazioni, servizi pubblici e sanità.
Conversocial offre un sistema di distribuzione automatica delle chiamate (ACD), che consente di gestire il servizio clienti distribuendo le conversazioni tra gli operatori. Dispone di un modulo di reportistica e monitoraggio in tempo reale che fornisce informazioni sul feedback dei clienti e sul lavoro del team. Il software offre anche funzionalità di prioritizzazione e una casella di posta unica per ordinare e filtrare i dati dei social network.
Questa soluzione include anche strumenti di collaborazione per gli agenti, come sistemi di approvazione, note interne, instradamento di gruppo, controllo delle collisioni e una coda unificata. La funzione di gestione delle conversazioni unifica i messaggi provenienti da diverse fonti in un'unica conversazione, offrendo un contesto più completo.
Conversocial può essere integrato con il sistema CRM esistente dell’organizzazione.
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Conversocial Alternative
