Enterprise Level Twitter Tools - CoTweet

Posted by: Tim Reha | Wednesday, September 09, 2009 | 0 Comments |

One of the main issues that corporations have today with social media sites such as Twitter is how to scale and manage communications.

I see a lot of similarity for these new tools to develop in the same manner as the multimedia call center technology from firms such as Cosmocom http://www.cosmocom.com . Currently these tools are in their first or second generation of development. Thus, they lack more sophisticated features such as intelligent skills based routing and multi-channel IP communications for “web calls” (chat, voice, video, collaboration).

My past experience tells me that the new “social media” communication systems in the near future will simply become subset features of large integrated CRM’s and IP contact center platforms for unified customer communications. Social media sites are just one of many customer touch points and the key to scale is integration with other corporate customer communications systems. Today, the new solutions are still very basic without much built in artificial intelligence or features to manage multilingual global communications.

The real-time social media internet also requires rapid real-time response training for internal teams from marketing to public relations and legal departments. In the end, real-time analytics, optimization and reporting will be huge factors to provide companies with real-time information to measure success.

CoTweet http://cotweet.com/

CoTweet is positioned as a “Social CRM” that enables multiple people in an organization to manage a team using multiple Twitter accounts. Companies such as Comcast, Starbucks, Whole Foods and Pepsi Starbucks use Co-Tweet to manage their Twitter communications. Here is a list of features as provided by the CoTweet website.

Features:

Multiple Accounts and Multiple Users. Manage up to six Twitter accounts through a single CoTweet login.

Monitor Keywords and Trends. Monitor keywords and trends directly inside CoTweet.

On Duty Notifications. Share the responsibility of being on duty. Get email notifications when tweets are sent to your Twitter accounts.

Tweet Assignments. Assign tweets to your colleagues for follow up.

Conversation Threading. View your team’s responses in context throughout the application.

Rich Profiles. Click on any username to view conversation history, recent tweets, Twitter profile information and follower/following status.

Tweet Scheduling. Reliably break news at specific times, or just prepare tweets ahead of time to deliver a steady flow of updates throughout the day.

Multi-Account Posting. Easily post updates from multiple accounts at the same time, increasing your reach with minimal effort.

Message Archive. Keep a record of all your tweets—those you’ve received as well as those you’ve sent.