New features increase accessibility and mobility for proactive management
Online PR News – 23-October-2013 – Finland – Intelecom Group AS has announced three significant enhancements to Connect, its flexible, multichannel cloud contact centre solution. The new enhancements include a new web client for agents, real time key performance indicator (KPI) alerts and improved data export to alternative business intelligence systems. The latest release of Connect provides a more accessible and mobile experience to help customers proactively manage their contact centres.
Flexibility is at the core of cloud contact centre solutions and the updated functionality in Connect helps extend that flexibility to allow organisations to cost effectively react to changing business conditions and customer demand. The new and improved 100% web-based Connect agent interface means that users can more easily log-in from any type of device at any location. This is particularly valuable in periods of bad weather or business disruption when travel to the contact centre is difficult. Christian Thorsrud, Product Manager at Intelecom Group AS said, “With Connect’s new modern web client contact centre agents and management can quickly access all features including multimedia customer enquiries, wherever they are by way of PC, Mac or tablet computers. The good news is that the latest version of Connect retains its familiar look and feel while extending its flexibility and accessibility across all channels and mobile devices.”
Intelecom has added real time key performance indicator (KPI) alerts to Connect. This new feature provides automated alerts to potential changes in KPIs in real time. Customers can choose which performance indicators are the most important to them, for example threats to service level agreements (SLAs) caused by agent availability, enquiry handling times or wait times. Alerts are immediately visible to supervisors in the real time view and are also sent by email or sms/text message to relevant recipients. This means that even when away from their desks, contact centre managers are kept fully aware of what is happening and receive alerts when proactive action is required to maintain service levels and a superior customer experience.
The reporting component of Connect Control now benefits from enhanced reporting and statistics functionality. Additional standard reports and improved usability mean that administrators have the ability to quickly produce the right reports at the right time with ease. In addition access to information and data regarding the operation of the contact centre, is now available on request via a separate SQL database. Data from Connect can be exported to alternative business intelligence systems and databases as customers require.
Connect from Intelecom is a complete, multichannel cloud contact centre solution. Its rich functionality is available in modular form which means customers specify the tools that are right for their business. Connect’s cloud technology and open Web Services allow integration with third party applications and its contact-centre-as-a-service (CCaaS) framework ensures customers achieve operational and cost efficiency on a pay-as you-use basis which requires no capital investment or maintenance costs. Intelecom has over 15 years’ experience of providing cloud contact centre solutions.
Christian Thorsrud concluded, “Contact centres need to be able to respond to customer and agent demand to deliver excellent customer service. First enquiry resolution remains an important KPI for organisations today, however to achieve this agents and management need superior tools to make it happen. This latest release illustrates Intelecom’s commitment to enhancing the functionality of Connect to help customers deliver a great customer experience.”
The latest release of Connect is now available to new and existing customers.
Intelecom is a leading provider of contact centre solutions and with over 15 years' experience, Intelecom was one of the first to develop a cloud based contact centre. This rich heritage makes Intelecom among the most experienced cloud contact centre application specialist today. Highly flexible and scalable Connect from Intelecom can be adapted to accommodate from one to several thousand concurrent agents using any device, in any location and integrates with multiple applications seamlessly
Intelecom Connect is a complete, multichannel cloud contact centre solution. Its rich functionality is available in modular form which means customers specify the tools that are right for their business at any given time, safe in the knowledge that they only pay for what is used. The ability to build bespoke contact centre solutions sets Intelecom apart from the competition and makes Connect flexible, highly scalable and future proof. Connect is designed to meet developing business demands.
Connect is one of the few contact centre solutions that is completely multichannel. Connect agents can respond to phone, email, Chat, Social Media and SMS enquiries all within the one application
Connect has a powerful administration portal known as Control which provides access to critical real-time information, bespoke detailed reporting and the ability to make live changes in the contact centre
Today Intelecom serves over 2000 businesses in over 20 countries with total annual revenue which exceeds GBP 50 million.
For more information please visit www.intele.com or contact:
T: +44 (0) 845 080 3070
Press contacts: Mary Phillips/Andreina West,
PR Artistry Limited
T: +44 (0)1491 639500