Virtual Contact Center: Social Media Integration

Take advantage of Facebook and Twitter to service customers directly and increase customer satisfaction with Virtual Contact Center Social Integration. By unifying the agent experience, 8x8 Social allows users to channel their messages from social media into Virtual Contact Center. Customers can contact the businesses and receive support from within their social platform.

VCC Social supports messaging via Facebook and Twitter in this release.


With VCC Social Integration, you can:


Use Case

Let’s say your business has set up Facebook and Twitter accounts to communicate with your customers effectively. Customers visiting your Facebook page can simply initiate a chat with a live agent in your contact center via the Facebook Messenger. Agents in your contact center receive the chat request via the contact center chat queue. Upon accepting the chat request, agents can interact with the customer and assist them immediately.

To provide the business context, we will use the example of Robin’s Fashions, a fictitious company. This company specializes in selling shoes, handbags, and cosmetics. They offer membership based services to help serve their customers better. They have set up business pages on Facebook and Twitter. The company connects with their customers through their social media pages and wishes to serve them more efficiently via their chat channels. We refer to this business use case throughout this guide.