Customer engagement suite enhanced

Netcall has enhanced its customer engagement suite with a social intelligence and engagement platform.

The integrated Liberty customer engagement suite has been enhanced with Sentiment’s social intelligence and engagement platform, a cloud-based platform which monitors global social media, providing solutions in the areas of customer insight, lead generation and customer service.

Customers will be able to analyse social media information across multiple social networks and engage through a single integrated application.

This will be followed by further integration where customers will be able to manage, monitor and optimise customer engagement through social channels (such as Facebook, Twitter, Google+ and LinkedIn), blogs and other publicly available social and online news media, alongside the more traditional channels of telephone, mobile, web and email. The company is also enhancing Liberty’s customer engagement channels with the introduction of web chat.

“Sentiment’s powerful platform provides meaningful intelligence to its customers, allowing them to monitor global social media and proactively engage with customers,” said Richard Farrell, CTO at Netcall. “Through this partnership, we will be bringing these powerful capabilities to our customers via the Liberty platform, ensuring they have all the tools they require to meet the growing needs of their customers and prospects.”