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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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: Friday, May 23, 2014