Social media has fundamentally changed customer engagement; 1 in 5 consumers say they have used social media for service in the last year and are willing to pay a 21% premium to companies that provide great service.
An estimated 3 million people work in call centers in the United States, receiving 43 billion phone calls per year.
With the addition of SoCoCare, call centers that use Five9 can treat requests for customer service from social channels similarly to incoming phone calls.
The Five9 acquisition of SoCoCare brings the rapidly growing social channel to the contact center.
Photo: SoCoCare CEO Lance Fried celebrates with Five9 CEO Mike Burkland. For more details, go to https://www.five9.com/sococare  2012 American Express Global Customer Service Barometer  “Your Call Is (Not That) Important to Us”, http://www.emilyyellin.com
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