News : Affinity Water Enhances its Cloud-based Contact Centre Solution from Intelecom
London, UK, July 20, 2016 -- Intelecom, a provider of cloud-based contact centre solutions, announced that Affinity Water has built on the success of its original Intelecom implementation to support the organisation’s business, workforce and customer base. The UK water-only supplier operates a 300-strong contact centre. Affinity Water’s latest investment in Intelecom has maximised the flexibility and scalability of the platform to benchmark the contact centre’s performance against specific targets. In addition new services such as Web Chat and a fully automated, secure payments facility have been introduced.
David Gray, Resource and Planning Analyst at Affinity Water commented, "We first turned to Intelecom in 2005 to create a completely new cloud-based contact centre that could help automate call handling and improve customer response times. Since that time, it has evolved to become a sophisticated infrastructure that supports the focus of our company in terms of high quality customer service, transparency and good governance. We have also established a close parternship with Intelecom. The company’s openness and willingness to share learning and best practice are critical to our success, enabling us to explore new ways of delivering a better customer experience with utmost confidence."
Borge Astrup, Managing Director, Customer Contact Division of Intelecom Group AS concluded, "Organisations like Affinity Water who have undergone periods of significant transformation rely on the flexibility and scalability of our solution to add agility to their operations. With our focus on continual product innovation, they can also depend on us to introduce new features that increase customer engagement and meet the needs of today’s Internet-savvy consumers such as Web Chat. Intelecom is so much more than technology. It is a valuable strategic tool and partner that empowers staff, boosts customer loyalty and enables next generation customer service."
Posted by Veronica Silva Cusi, news correspondent
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Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
About Affinity Water:
Affinity Water is a water supply company owned by Morgan Stanley and M&G Investments with a small retained stake by the parent company of its component businesses.
Published: Monday, July 25, 2016