A few months ago Salesforce.com integrated Twitter with its applications, of course from a CRM viewpoint. However, Salesforce.com isn’t the only one that is discovering the possibilities of the microblogging platform.
More and more business applications provide Twitter functionality but often from a different angle.
Last week for instance, Siemens Enterprise Communications previewed a Twitter functionality within its OpenScape Unified Communications Environment.
That is the company’s flagship product for unified communications within an organization.
The new functionality, demonstrated at VoiceCon in San Francisco, is in fact a mash-up between OpenScape and Twitter, which is built upon OpenSOA Web services and Session Initiation Protocol standards.
It will offer OpenScape the possibility to read tweets and allow it to decide if any actions should be taken, based on these tweets.
A practical example: if an employee tweets ‘arrived in London’, the unified communications application could for instance redirect calls for the employee to his mobile. Another one: if you send a message on Twitter ‘lunchtime’, the software could then forward your calls to your voicemail.
It's obvious that such an integration can lead to new and improved ways to provide customers better contact possibilities to get in touch with the various people that work in the company that uses these kinds of tools, even in the area of customer support.
In fact, the possible applications are endless and Siemens Enterprise Communications is counting on developers to come up with applications thanks to a set of API’s that will be available via a cloud computing service.
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