Siemens will be integrating social media platforms such as Facebook and Twitter into its OpenScape unified communications platform in 2010. Customers’ contact centre personnel will be able to transform the customer experience by making proactive contact with individual end users. The integration allows end users’ individual Tweets – such as complaints about service – to be monitored and routed directly into the contact centre where the appropriate team personnel can review the Tweeted messages and contact the user directly with suggested fixes – as already happens with customer calls and e-mails.
Siemens also predicts that UC based on managed services implementations will grow this year. This option enables organizations to improve or extend communication capabilities while reducing upfront capital outlay.
Adrian Brookes of Siemens Enterprise Communications said: “UK businesses and public sector organisations are still under massive budget pressures. Innovations in UC such as vendor integration of popular social media like Facebook – rather than vendors seeking to build their own proprietary social media capabilities - will transform the level or breadth of service that organizations can provide through their unified communications platforms.
“In addition, the managed services implementation route will enable customers to expand their unified communications capabilities across their organization with a modest financial outlay, whether they decide on a step-by-step or a ‘Big Bang’ approach.”