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Monitor & Engage on Social Channels

Bring social media interactions — Twitter, Facebook, Instagram, and more — into the contact centre. Monitor brand mentions, respond to messages, and handle social cases from the unified agent desktop.

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Overview

Monitor & Engage on Social Channels

Bring social media interactions — Twitter, Facebook, Instagram, and more — into the contact centre. Monitor brand mentions, respond to messages, and handle social cases from the unified agent desktop.

  • Unified social media inbox alongside voice, chat, and email
  • Brand monitoring for mentions, hashtags, and direct messages
  • Intelligent routing of social interactions to trained agents
  • Case creation and escalation from social interactions
  • Social interaction history linked to the customer profile
  • Response time tracking for social SLA management
Altitude Social
Features

Everything in Social Media

📣

Social Inbox

All social messages, mentions, and DMs in one unified queue alongside other channels.

🔍

Brand Monitoring

Track mentions, hashtags, and keywords across Twitter, Facebook, and Instagram.

🎯

Smart Routing

Route social interactions to agents trained on social customer service.

📋

Case Creation

Convert social interactions into cases — tracked, escalated, and resolved.

📊

Social Analytics

Response time, volume, sentiment, and resolution rate by social channel.

🔗

Unified History

Social interactions linked to the customer profile alongside all other channels.

4+
Social Channels
Real-Time
Brand Monitoring
Unified
Customer View
SLA
Tracked

See Social Media in Action

Book a personalised demo and see how Altitude Social Media works in your contact centre environment.

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