News : fm24 selects Strategic Communications Services and Intelecom Connect
Intelecom, a provider of cloud-based contact centre solutions and its partner Strategic Communications Services (SCS) announced that fm24 has deployed Intelecom Connect for its facilities management help desk which supports clients around the world. Since implementing the SCS, Intelecom Connect based solution, fm24 has consistently met Service Level Agreements (SLAs) for call handling, whilst skills based routing has boosted operational efficiencies and helped deliver a personalised customer service to a constantly changing and diverse client base. The new Intelecom Connect solution was deployed by SCS to create a cloud-based contact centre and support infrastructure.
fm24 is Macro’s dedicated facilities management help desk provider. Macro is part of the international construction and consultancy company Mace and provides facilities management services including consultancy, help desk, technical services and owner association management.
Sasha Memedovic, Head of Service Delivery at fm24 commented, "We were looking for a telephony solution that combined the flexibility and scalability necessary to make changes and respond quickly to client requirements. The latest skills based routing features were also top of the agenda, essential to delivering world-class customer service whilst maintaining high levels of operational efficiency. SCS and Intelecom Connect fitted the bill perfectly by combining all three pre-requisites in one single, simple to use platform."
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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.
About Strategic Communications Services:
SCS is an independent consultancy that focuses on extracting the optimum business value from communications services and technology.
Published: Tuesday, June 30, 2015