News : Affinity Sutton Selects Intelecom for New Web Chat Service
Newcastle-upon-Tyne, UK, June 23, 2016 -- Intelecom, a provider of cloud-based contact centre solutions, announced that Affinity Sutton, a housing association in England, has incorporated Intelecom Web Chat capabilities into a new online portal for residents as part of the company’s digital transformation programme.
Over 3,000 people have registered with the new portal. As further roll-out continues, the number of users is expected to rise along with increased efficiencies, reduced telephone call costs and the ability to deliver enhanced interactive customer communication.
The organisation is currently migrating to a new enterprise resource planning (ERP) platform that will manage all business activities from one central hub as part of a corporate-wide initiative known as the Future Foundation Programme. The project is encouraging greater use of digital technology and communication. As a result, the customer service department has taken the opportunity to enhance its contact centre operations by introducing the latest Web Chat functionality from Intelecom.
The new communication channel is currently in use in one of Affinity Sutton’s contact centres which handles repair calls each month from residents of the organisation’s properties.
James Sheppard, Customer Service Manager at Affinity Sutton commented, "The introduction of a new Web Chat service based on Intelecom expands our ability to communicate with residents in ways that suit them best, including a large proportion of customers who like to self-serve. Using our online portal with Web Chat puts greater control in the hands of residents. They simply key in a secure password to view their rent account or tenancy agreement all in one place at any time of the day. With Web Chat residents can benefit from real-time response times and speedier contact resolution."
Borge Astrup, Managing Director, Customer Contact Division of Intelecom Group AS concluded, "These are exciting times for Affinity Sutton as it transforms itself for the future. However, like many companies it faces tremendous challenges as it looks to grow whilst adapting to new digital processes and infrastructure at the same time. Our technology provides the flexibility and functionality needed to add agility to corporate operations and boost customer interaction via a true multi-channel environment to drive the next generation of customer service."
Posted by Veronica Silva Cusi, news correspondent
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Intelecom is a provider of contact management solutions with 16 years’ experience and one of the first to develop a cloud-based contact centre. Connect from Intelecom can be adapted to accommodate one to several thousand concurrent agents using any device, in any location and integrates with multiple applications. Connect is completely multichannel - agents can respond to Phone, Email, Chat, Social Media and SMS enquiries all within the one application.
Published: Friday, June 24, 2016