News : Intelecom Adds Enhanced Functionality and Agent Web Access to Connect
Oct 23, 2013 -- Intelecom Group AShas announced 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 cost effectively react to changing business conditions and customer demand. The new 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. Christian Thorsrud, Product Manager at Intelecom Group AS said, "With Connect’s new modern web client contact centre agents and management can quickly access all features including multimedia customer enquiries, wherever they are by way of PC, Mac or tablet computers. The good news is that the latest version of Connect retains its familiar look and feel while extending its flexibility and accessibility across all channels and mobile devices."
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.
The reporting component of Connect Control now benefits from enhanced reporting and statistics functionality. Additional standard reports and improved usability mean that administrators have the ability to quickly produce the right reports at the right time with ease.
Christian Thorsrud concluded, "Contact centres need to be able to respond to customer and agent demand to deliver excellent customer service. First enquiry resolution remains an important KPI for organisations today, however to achieve this agents and management need superior tools to make it happen. This latest release illustrates Intelecom’s commitment to enhancing the functionality of Connect to help customers deliver a great customer experience."
Posted by Veronica Silva Cusi, news correspondent
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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: Thursday, October 24, 2013