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News : Affinity Water Extends Use of Intelecom
Affinity Water enhances its cloud-based contact centre solution from Intelecom to further support its business and introduce new services for customers
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. 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."
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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.
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: Thursday, July 21, 2016