News : Transversal and Intelecom Strengthen Partnership
London, UK, March 24, 2015 -- Transversal, a provider of knowledge solutions for the cloud Relevant Products/Services, and Intelecom, providers in multichannel cloud contact centre solutions, have formed a collaboration which will bring to market a new knowledge-enhanced version of Intelecom’s Connect platform.
The Intelecom Connect platform delivers enterprise Relevant Products/Services-grade telephony, email, SMS, web chat and social media enquiries simultaneously to over agents worldwide. Integrating Transversal’s Prescience™ knowledgebase into Intelecom’s flagship product means that contact centres can now benefit from a more intelligent solution that can enhance customer experience, reduce cost, and improve agent productivity and operational efficiency.
Combining the two solutions means that agents now have contextual knowledge displayed within the agent desktop whilst they are dealing with customer queries.
Posted by Veronica Silva Cusi, news correspondent
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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.
Transversal is a UK provider of Knowledge Management solutions for customer-facing websites and contact centres. By changing the way information is shared between customers and staff, Transversal enables organisations to transform the quality and efficiency of customer service.
Published: Monday, March 30, 2015