The popularity of social networking sites such as Twitter and Facebook provides organizations a powerful method of engaging with their customers. Immediate and effective management of social media gives businesses an edge over competitors. The concurrent Social Media subscription(s) access the Contact Center skills-based routing to ensure proper routing of tweets, direct messages, wall posts, Facebook messages, and comments to agents in the same way that they receive other multi-media contacts (e.g. e-mails and web chats).
The social media subscriptions work like any other Facebook or Twitter application.