News : Connect Launches New Chat Function
The latest release of Connect sees the launch of a new Chat function with enhanced handling of simultaneous enquiries and improved visible interactivity. In addition, calls in the Media Archive within Connect Control can now be displayed graphically to provide better complaint resolution and call retrieval.
Christian Thorsrud, Product Manager at Intelecom Group AS explained, "Organisations are seeing a direct link between an increased use of Chat as a communication channel and customer satisfaction and cost-reduction in contact centres. Chat also aids agent productivity as they can deal with more than one enquiry at the same time. Customers often prefer Chat to email because it is faster, can resolve queries immediately and personalised conversations have higher rates of resolution. The latest version of Connect maximizes recent technical innovations in this popular method of communication to improve effectiveness."
The new Chat interface in Connect means that contact centre agents can interact even more efficiently with customers and respond to conversations at the pace set by the customers. Not all customers using Chat communicate at the same speed and therefore it is often necessary for an agent to switch between conversations at different times. Alerts indicate when a customer requires an answer or when they have gone off line, allowing the agent to focus on the most relevant ongoing Chat dialogs. Productivity is improved as the process of handling Chat enquiries is made more efficient by the ability to deal with prioritized multiple dialogs while adding additional conversations at any given time.
A graphical view of a customer’s call history is now available in the Media Archive within Connect. By using the latest version of Connect Control managers have the ability to see graphically which menu a caller used, how long they were on-hold, which agent answered the call, how long the call took and whether it was passed to another agent. If calls are recorded there is an option to click through and listen to the call in question at any point. This new functionality means complaints can be resolved more quickly and will highlight training and operational adjustment requirements.
Christian Thorsrud continued, "Connect Control provides advanced management and reporting in the contact centre. This includes real-time monitoring, detailed statistics and the ability to make critical service changes on demand. The latest version of Connect also includes an enhanced Media Archive within Connect Control. Being able to see a graphical representation of every call and the ability to easily listen to the call at any stage through that journey helps managers deal with escalated queries and to spot any operational change requirements quickly."
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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, January 21, 2014