News : Ombudsman Services Supports Homeworking with Solution from Intelecom
Intelecom, a provider of cloud-based contact centre solutions, announces that Ombudsman Services has extended its use of Intelecom Connect for the organisation’s United Kingdom operations. Ombudsman Services (Ombudsman) is a not for profit, private company limited by guarantee. Since implementing Intelecom Connect, the flexibility and scalability of the system has supported Ombudsman during a period of expansion and has facilitated new flexible ways of working across the organisation including home-working for its Investigation Officers.
In recent years, Ombudsman Services (Ombudsman) has expanded its traditional portfolio and today runs national, private sector ombudsman schemes which provide independent dispute resolution for the communications, energy, property, copyright licensing sectors, the Green Deal, the ABFA, Reallymoving.com and Which(R) Trusted Trade Scheme. Rapid business growth prompted the company to extend its use of Intelecom Connect which had replaced its original on premise telephony system.
To maximise productivity and accommodate increased workloads, the company has introduced the option of home-working. Intelecom’s Connect solution provides a series of benefits that make flexible working possible. As a cloud-based solution, it is stable and secure and is completely technology and operator independent, which means agents simply log into the system from anywhere, at any time, using personal computers or mobile devices to make or receive calls.
Recently, Ombudsman worked with Intelecom to revamp its automated Interactive Voice Response (IVR) system to improve the customer experience. Next on the horizon is implementing skills-based routing, ensuring all calls are directed automatically to the agent with the right knowledge or experience, a move that will facilitate smoother, speedier case resolution.
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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.
About Ombudsman Services:
An independent ombudsman service that resolves disputes from consumers about energy, communications, property and copyright licensing companies that participate in the scheme.
Published: Monday, March 30, 2015