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News : Contact Centre in the Cloud Enhanced For Proactive Management
Intelecom announces three enhancements to Connect, its flexible, multichannel cloud contact centre solution. The new enhancements include a new web client for agents, real time key performance indicator (KPI) alerts and improved data export to alternative business intelligence systems. The latest release of Connect provides a more accessible and mobile experience to help customers proactively manage their contact centres.
Flexibility is at the core of cloud contact centre solutions and the updated functionality in Connect helps extend that flexibility to allow organisations to react to changing business conditions and customer demand. The 100% web-based Connect agent interface means that users can more easily log-in from any type of device at any location. This is particularly valuable in periods of bad weather or business disruption when travel to the contact centre is difficult.
Intelecom has added real time key performance indicator (KPI) alerts to Connect. This new feature provides automated alerts to potential changes in KPIs in real time. Customers can choose which performance indicators are the most important to them, for example threats to service level agreements (SLAs) caused by agent availability, enquiry handling times or wait times. Alerts are immediately visible to supervisors in the real time view and are also sent by email or sms/text message to relevant recipients. This means that even when away from their desks, contact centre managers are kept fully aware of what is happening and receive alerts when proactive action is required to maintain service levels and a superior customer experience.
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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: Wednesday, October 23, 2013