SOURCE: In the Chat

In the Chat

April 30, 2014 09:00 ET

In the Chat Unveils Enterprise Social Media Sales and Servicing Platform Designed Specifically for Contact Centers

ITC Enterprise Enables Top Brands to Drive Sales, Reduce Costs and Deliver a Stellar Social Customer Experience

WATERLOO, ON--(Marketwired - Apr 30, 2014) - In the Chat Communications Inc. (ITC) today announced the availability of ITC Enterprise, an enhanced cloud-based platform that is designed to facilitate fast and easy connections between companies and consumers, deliver ROI on social media and drastically improve the performance of socially integrated customer support programs. Built specifically for the contact center, ITC's Enterprise social media sales and service platform uses text analytics and natural language processing to enable agents to offer real-time, multi-channel support for consumers.

In the Chat has heavily increased investment in research and development this year, allowing the deployment of leading-edge technological enhancements and capabilities for its suite of cloud-based solutions. ITC Enterprise brings together the best of the traditional contact center world's work flow, reporting and CRM capabilities with innovative text mining solutions that deliver clean streams of social media posts for agent engagement, significantly reducing the need for costly manual sorting of posts by front-line teams. The results are increased team efficiency, a measurable return on investment via sales and customer retention, and an improved customer experience delivered by faster and higher-quality customer engagements.

"ITC Enterprise delivers clean and actionable sales, retention and customer service opportunities to our clients' front-line teams and supports their employees and management with familiar contact center features that enable fast, effective and consistently impressive service experiences," said John Huehn, President and CEO. "At its most basic, our platform operates like a traditional IVR (press 1 to buy, 2 to cancel, 3 for customer service). Our text mining algorithms eliminate the noise found in first generation listening platforms and route the right types of actionable posts to the right agents for resolution. The list of features goes on."

In ITC's experience, more than 60 percent of social media users are willing to engage with companies when considering new products and services or looking for support in social media. Connecting with these customers, getting to know them in their channel of choice and having the processes in place to quickly and effectively address their needs will be the key advantage for companies in the social channel going forward. This is the effort ITC Enterprise is built to support.

Key capabilities of ITC Enterprise:

  • Leverages powerful text analytics to cut through noise and connect companies with social consumers
  • Built-in CRM with case management, contact history and interaction tracking features to drive reporting
  • Integrated click-to-call and click-to-chat functions enables easy, multi-channel support
  • Intelligent, personalized engagement allows companies to more effectively respond to fast-changing customer and market needs.
  • Turn-key set up and highly intuitive, with a quick learning curve for customer service agents.

About In the Chat
In the Chat's leading-edge text-mining capabilities power social media Customer Service and Insights Solutions that facilitate better decision making, uncover new revenue opportunities and enable faster resolution of customer problems. Founded in 2010, we are today engaged as the platform of choice for customer service, direct sales and market intelligence programs at some of the largest, most successful institutions in the world. For further information, visit www.inthechat.com.

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