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News : Intelecom Adds Softphone Capability to the Latest Release of Contact Centre Solution
London, UK, April 26, 2016 -- Intelecom Group AS has announced the latest release of its multi-channel cloud-based contact centre that includes a series of new features including WebRTC softphone capabilities. The latest version of Intelecom is part of the company’s ongoing product strategy to develop real-time innovative solutions that boost agent productivity and pave the way for customer service.
Softphone from Intelecom enables agents to answer calls directly from their computer and removes the need to rely on external telecommunications devices such as landlines or mobiles.
Børge Astrup, managing director of Intelecom Contact Centre Division commented, "We constantly tap into far-sighted initiatives like WebRTC and the latest industry trends such as Web Chat - they enable us to drive innovation across our solutions portfolio and meet the increasing demand for real-time communications in customer service. It gives our clients a set of flexible, integrated tools that are designed to build resilience into their contact centre operations and empower agents to deliver consistently high levels of personalized, customer service at all times."
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.
WebRTC (Web Real-Time Communication) is an API definition drafted by the World Wide Web Consortium (W3C) that supports browser-to-browser applications for voice calling, video chat, and P2P file sharing without the need of either internal or external plugins.
Published: Thursday, April 28, 2016