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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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More Editorial From Puzzel
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.
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