Is there a tool in the market for listening, evaluating and acting in the social media ?
Yes, there is a tool that integrates the digitial world with the contact center environment. This application, which has been developed by GSS Social Media & Interactive is called CERS (Conversión y Escucha en Redes Sociales in Spanish). Said application is supported by a platform of search, analysis and indexation based on the technological platform SMMART Ciudadanos Conectados, and it makes its integration into the contact center through a contact management solution Altitude 7. The CIAs (Customer Interaction Agents) act over said platform and they can interact directly with the customers, additionally to their set duties of monitoring and tracking the social media.