RealTime IT News

Cisco Sprucing Up Call Centers With Social Media

Social media technologies have been reshaping the way IT approaches many lines of business, so why should call centers be any different? Cisco sees a natural home for social technologies such as video-enabled customer care in its call center portfolio, which the networking giant is in the process of overhauling, with plans for a formal release in November.

At that time, Cisco will formally unveil a litany of new social media features layered onto the product suite it acquired from GeoTel in 1999, dubbed the Unified Contact Center. eCRM Guide previews the release.

Cisco Systems (NASDAQ: CSCO) is adding support for social media to its customer call center product portfolio.

With additional features like social media customer care, multimedia capture and storage, video-enabled customer care and an open agent desktop environment, Cisco's Unified Contact Center product portfolio acquired from GeoTel in 1999 will be renamed Cisco Customer Collaboration when it is formally released in November.

Read the full story at eCRM Guide:
Cisco Adds Social Media to Call Centers