Call centres could soon be using Tweets

Call centres could soon be using Tweets as well as SMS, voice calls, and emails as a means of improved customer service operations. IPscape, an Australian cloud-based vendor of telemarketing contact centre products now has a beta release product that uses Twitter as part of its multi-channel solution for contact centre technology. With this capability, contact centre managers may assign people to respond to tweets that are in the queue.

IPscape’s contact centre technology requires just a browser and business-level broadband connection and gives clients inbound and outbound contact that can scale up to meet call and tweet volumes. The speed of response is the biggest selling point.

Like SMS messages or emails, tweets are queued, and are then sent to the designated approved “tweet agents.” Tweet agents may also answer voice calls, further increasing productivity. Proactive tweeting can inform followers of important service messages or emergencies.

Tweet statistics and measurement are part of IPscape’s approach so that management can compare all the inbound communications channels. This will allow better understanding of how to improve customer service.