News : Lyse Selects Contact Centre Solution from Intelecom
Intelecom Group AS announces that Norwegian industrial group Lyse has implemented Connect, Intelecom’s multi-channel contact centre solution, to respond to customer enquiries regardless of which communication channel is used. Lyse has seen an increase in the number of customers using social media to contact companies across the group and has extended its use of Connect to cover both voice calls and enquiries via social media channels.
Lyse operates in the energy and telecommunications industries. The corporate contact centre covers all companies in the Lyse group and provides support for one company Altibox which delivers internet, TV and telephony services.
According to Lene Nordahl, Customer Service Manager at Lyse, "With Connect all social media enquiries regardless of channel go into the same queue. The agents can then select the most urgent enquiry which could be on Twitter, Facebook or maybe an email. Agents can see previous posts from the same customer. This gives agents the information and confidence required to deal with enquiries effectively.
Lene Nordahl continued, "When it comes to voice calls our biggest focus is on quality, first time resolution and customer satisfaction. We treat all customer communication channels in the same way. In such a large contact centre our customers expect exceptional service whatever the channel and Connect enables us to control social media interactions in real- time. As a management team we can also add more resources to the social media queues when needed because of the increased visibility of volumes Connect provides."
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Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Friday, May 23, 2014
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