Team, I’m looking for information on Social Media Technology Questions – Who are the service providers and what tools are being used for:   

·         Crawling and aggregation (I assume everybody is partnering here)

·         Analytics

·         Routing of social media events/mentions to agents – who is offering social media as a channel in or alongside the ACD?  Or is it a wholly separate offering outside of the ACD?

·         Handling/replying to the event – can agents handle or reply to the mention in their agent console, or do they need to go to another tool to respond?

You can email me directly:  les.hyde@sbcglobal.net   Thanks  Les