News : Customers to Benefit from One Integrated Contact Centre Solution
OSLO, Norway & MELVILLE, N.Y., Oct 28, 2013 -- Intelecom Group AS, a provider of cloud contact centre technology, announces the availability of Verint(R) Systems Inc.’s (NASDAQ: VRNT) Impact 360(R) Workforce Optimization™ (WFO) software as a cloud-based solution integrated into Intelecom Connect. This follows the organisations commencing their relationship earlier this year in May 2013. Verint is a global provider in Actionable Intelligence(R) solutions that include a suite of WFO and Voice of Customer Analytics(R) (VoC) software.
The integrated, cloud-based solution will help multi-site, multichannel contact centres capture a full range of customer interactions for quality, compliance and VoC intelligence that can be used to enhance operations, improve performance and heighten the customer experience. In addition, the solution can help organisations automate workforce management (WFM), including staff forecasting and scheduling, and the ability to track agent adherence, while providing performance management. Having the right number of contact centre agents with the right skills in the right place, and at the right time, is a critical link when delivering customer service and managing costs.
Torkel Engeness, CEO of Intelecom comments, "An increasing number of our customers using our cloud-based contact centre are placing more focus on enhancing the customer experience. There are clear benefits in using a robust and well-known workforce optimisation technology, deployed in the same flexible cloud model as our core product. Verint, with its proven portfolio of WFO and VoC Analytics solutions, makes it an ideal partner for Intelecom."
"Verint is committed to working with select partners to deliver our portfolio of solutions in the cloud. Our customers and the industry at-large continue to recognise Verint as the market leader and innovator in deploying WFO applications in a variety of environments, from on-premises to the cloud. With this partnership, Intelecom’s customers have access to a fully-integrated, cloud-based WFO solution," adds Nick Nonini, senior vice president, EMEA sales, Verint Enterprise Intelligence Solutions™.
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Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
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: Tuesday, October 29, 2013