OpsCentral Social delivers advanced social media capabilities for customer service and sales organizations. Reach peak efficiency and get the tools that you need to manage social engagement based on your most critical key performance indicators (KPIs).
OpsCentral Social empowers customer care agents to respond to problems and issues posted on social channels like Facebook, Twitter, YouTube, blogs, articles, and online communities. Designed for the specific needs of contact centers, OpsCentral Social enables your team to respond to the social posts that matter most, while allowing you to manage social care based on your traditional contact center KPIs and service-level agreements (SLAs).
Organize Posts by Issue
Social posts can be clustered into issues like billing, customer support, and sales. Informing agents about post topic in advance translates to faster customer response times and higher first contact resolution rates.
Prioritize by Sentiment
Automatically scans posts based to determine the author’s mood, making it easy for agents to prioritize responses based on customer sentiment. The Natural Language Processing engine filters out spam in the process.
Gain Insights from Analytics
Over 20 out-of-the-box reports with popular metrics for adhering to SLAs. View workload summaries through real-time analytics. Observe and coach agents with a real-time supervisor display. Agents can view their own KPIs.