News : Intelecom Enhances Cloud Based Contact Centre Solution
Multichannel cloud based contact centre solution, Connect, now has enhanced functionality for Connect Control the management and reporting portal of Connect, which includes Silent Monitoring of agent telephone calls in real time. In addition the Connect Media Archive module has been extended to cover the storing and retrieval of web Chat Conversations to help resolve customer queries and identify required service changes.
Christian Thorsrud, Product Manager at Intelecom Group AS explained, "As more customer engagement channels are handled by contact centres the added complexity this introduces means there is an increased requirement for monitoring, coaching and training of agents. Contact centre managers need to have the right monitoring tools in place to maintain quality, resolve escalated queries and coach agents so they can improve and gain job satisfaction by delivering exceptional customer service."
Christian Thorsrud continued, "Connect Control provides advanced management and reporting in the contact centre with a high level of administrator functionality. Intelecom customers tell us that the ability to monitor, manage and control the contact centre online and from within a single interface is a major advantage. With added functionality to Silent Monitoring and Media Archive, within the new release of Connect, managers will have the information they need to concentrate on helping agents provide an exceptional customer experience regardless of the channel used."
Connect is available in modular form which means customers specify the tools that are right for their business. The cloud technology and open Web Services allow integration with third party applications and its contact-centre-as-a-service (CCaaS) framework ensures customers achieve operational and cost efficiency on a pay-as-you-use basis which requires no capital investment or maintenance costs.
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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: Tuesday, April 15, 2014