OpenScape Contact Center allows companies to act on Facebook comments instantly

Facebook is important

The OpenScape Contact Center from Unify allows companies to monitor any comments they receive instantly on their Facebook page so they can act quickly and take down any comments considered discriminatory or negative.

The Contact Center sends any Facebook comments to Contact Center agents who are then able to ‘hide’ the comment from public view if it is considered discriminatory or negative.

This is welcome news following the finding by a NSW Supreme Court judge this week, Justice Rothman, who found media organisations “… are liable for allegedly defamatory comments made by third parties on their public Facebook pages.” It’s logical this finding could be extended to other companies which are not media organisations but could also be using Facebook for “commercial purposes.”

Former Northern Territory youth detainee Dylan Voller sued three media organisations for defamation over a series of claims made about him in the comments section of Facebook pages of The Sydney Morning Herald, The Australian, the Centralian Advocate, Sky News Australia and The Bolt Report.

Mr Voller said the comments, on 10 Facebook posts published in 2016 and 2017, carried a series of false and defamatory imputations. In handing down his judgement, Justice Rothman said the media organisations’ public Facebook pages were not merely “a conduit of the comment” and operated for commercial purposes, which encouraged publication of comments.

First time a court has ruled liability of Facebook comments

This judgment is one of the first times an Australian court has ruled on the liability of Facebook page owners for comments left by others. Previously, only those who posted the comments on Facebook or who failed to remove the comments after being told about them, were liable. Justice Rothman acknowledged his decision would likely trigger an appeal in a higher court.

OpenScape Contact Center supports up to 7,500 agents

The OpenScape Contact Center supports up to 7,500 agents but for smaller companies, the V9 solution supports between five and 100 agents.

The Contact Center is available on premise, hybrid or virtualised from the cloud and is designed with a powerful routing and reporting engine, a 360-degree contact view and market-leading usability from a Circuit-like UI.

The OpenScape Contact Center (OSCC) V9 is a contact center system which supports 5 -100 agents for OpenScape Business customers. It brings powerful capabilities including a 360-degree contact view and market-leading usability from a Circuit-like UI.

For more information on Unify‚Äôs Contact Centers and for professional integration and services here in Australia, visit On-Line Communications here.  Or you can call On-Line Communications on (02) 9496 4000.