Kakapo Systems, the software development firm focused on end user applications for the Cisco BroadSoft platform, has launched Twitter Queues for BroadSoft.
The service is an extension of the Unity Contact Center framework that provides Web Chat and Call Back queues as an overlay on the BroadSoft BroadWorks system.
Kakapo Systems Marketing Director Steve Tutt stated: "End users are moving their customer support requests not just to digital channels but to public and social ones.
"Twitter is the best example, where individuals can massively amplify their frustrations on a public feed. The implication is clear – any company with customers has to raise their game if they are serious about offering Twitter as a front line customer service channel."
Tutt said the launch of Twitter Queues for BroadSoft reflects growing demand for omnichannel requirements in the SMB sector.
"Incoming Tweets are picked up by the Unity Contact Center and routed to agents, based on the longest idle or simultaneous profiles," he added.
"The agent manages the Tweet response, as well as Web Chats and BroadSoft ACD calls within the single Unity Agent interface. The agent can also send DM requests to take public chats private."
Tutt also noted that the launch is the latest example of how Kakapo Systems is layering different types of digital media into Unity.
"Crucially, the Agent interface will blend the omnichannel experience so the agent is only handling the next incoming media, of whatever type, and there is shared logic about integrating BroadSoft voice ACD with Unity Contact Center," he added.