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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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.
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