Twitter Queues for Broadsoft

Join the Conversation

The public nature of social media interactions has raised the stakes for customer service. Customers are increasingly using Twitter to connect with brands they love, see what’s happening, give praise but also to vent frustration.
Unity Contact Center allows you to queue, route and report on incoming Twitter conversations allowing your customers handle to be used as a front-line customer support channel.

Supported Features

Tweet Like You’re on Twitter

Respond to incoming Tweets, view, and add attachments and images all within the one Contact Center interface.

Routing Algorithms

Longest Idle and Simultaneous routing options with bounce and overflow ensure that Twitter conversations get answered promptly.

Unified Reporting

Unify Agent and Contact Center Tweet statistics alongside Web Chat and Callback for a fully blended customer service view.

Performance Metrics

Easily visualize your overall Tweet performance and behaviour with real-world analysis and in-depth reporting.

Add Attachments and Store Them in the Cache

Add links and select from the 20 last sent attachments with one click.

Complete Contact Center Integration

Engage on your customer’s terms by providing great customer service no matter where they are. Adding Twitter to your customer service offering allows agents to respond to Tweets, Direct Messages, praise, and rants of frustration quickly and easily, all from within Unity Contact Center.

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Direct Messaging

In a widely public environment, maintaining privacy can be key. With some tweets demanding a more confidential response, Unity allows agents to send DM requests to take public conversations private.

Keep The Conversation Going

Social Media is a fast-paced landscape and so are the lives of customers. Continue the conversation even if the customer doesn’t reply for up to 24 hours. If a customer does reply to the thread the next day, then Unity will still open the existing conversation, routing it back to the same agent to ensure nobody skips a beat.

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Additional Benefits

Send DM Requests

Easily send a Direct Message request to turn public conversations private.

Canned Responses

Pre-loaded replies and resources allow Agents to manage concurrent chats.

Characters Remaining

Provide excellent customer service with your replies while keeping within Twitter’s character limit.

Conversation History

Drill-in to transcripts of all historical Twitter conversation with anonymity options for GDPR compliance

See ‘Twitter Queues for BroadSoft’ in Action

Complete the form to request a demo of ‘Twitter Queues for BroadSoft’ with our product specialists.

    BroadSoft Service ProviderEnd User Customer or Reseller