CONTACT™ SocialProduct Launch – September 2010

Contact™ Social The world’s first social media contact centre platform

Social Media – contact centre pain• Rapid adoption of social media by consumers • New pressure on contact centres:

– Quantity of inbound messages– Fast broadcast of complaints– Escalation of PR crises– Quality of outbound messages– Inability to route or prioritise– Risks of not measuring and reporting– Damaging brands and service levels

• Contact™ Social from Datasquirt - removes this pain• Lets large contact centres excel at Social Media

Treats social media as just another channel• Know

– Who says what about you, when on Twitter, Facebook etc– All messages tracked against Customer Record providing a

complete interaction history– Full reporting and analytics– Monitoring and tracking of individual agent performance

• Prioritise comments – Queuing and skill based routing– Scheduling and Broadcasts

• Manage social media messages – Standard Message Templates– QA– Easy cross-channel messaging: eg Twitter Email Twitter

Benefits of Contact™ Social• Makes it easy to manage social media in your contact

centre– Know

• The instant your customers comment about you• How social media is being handled across your contact centre

– Prioritise comments • By top customers or influencers• By sentiment

– Manage social media messages • As part of your call distribution system• With quality control functionality

• Lets large contact centres excel at Social Media

Product Overview

The Technology• Managed SaaS (cloud) solution• Proven, mature, robust technology• Multi-channel platform• Leverages published social media APIs • 9 year old company with

– existing customers, – Proven channel solutions– Market-leading experience in multi-channel

communications for large contact centres, internationally

Roadmap• General release September 2010

– Available now– Includes twitter integration

• Royal Mail Group – first customer – piloting now

• Facebook integration Q1 CY2011

Selling CONTACT™ Social• Target market

– Contact centres in large orgs with many customers/end users

– Likely to be trialling social media• Benefits

– Designed specifically for call / contact centres– Turns pain into opportunity– Makes it easy to excel at social media– Improves efficiency and quality of handling

• Value – From just 1500GBP month, very affordable vs hiring and risk

CONTACT Social™ - Resources• At www.datasquirt.com/resellers/sellingcontactsocial

– This webinar– Videos – intro and short demo– Slide deck for customer presentations– Brochure as PDF– Key messages– Logos

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