Contact Center Solutions Featured Article

Intelecom Launches New Version of Connect

April 21, 2014

Intelecom Group AS, a provider of contact centre solutions, recently announced that it has added a new set of feature in the newer version of Connect, its multichannel cloud based contact centre solution.  The new features will help the clients monitor, manage and control the contact centre online and from within a single interface.

The management and reporting portal of the solution now includes Silent Monitoring of agent telephone calls in real time. All the managers need to do is select the name of the agent, time slot and the number of calls required. The headset icon the screens of the agents will make them aware that their calls are being monitored. Apart from Silent Monitoring, the solution can store and retrieve web chat conversations for identifying problems and solving client issues.  

 “Connect Control provides advanced management and reporting in the contact center with a high level of administrator functionality,” said Christian Thorsrud, product manager at Intelecom Group AS. “Intelecom customers tell us that the ability to monitor, manage and control the contact centre online and from within a single interface is a major advantage. With added functionality to Silent Monitoring and Media Archive, within the new release of Connect, managers will have the information they need to concentrate on helping agents provide an exceptional customer experience regardless of the channel used.”

In related news, Intelecom Group announced the integration of Intelecom Connect with workforce optimization (WFO) software from Verint (News - Alert) Systems. This partnership provides Intelecom customers with advanced WFO technology typically associated with on-premise licensing. In addition, it will benefit from the availability of integrated in-the-cloud, pay-as-you-use basis from a single supplier. Verint’s Impact 360 Workforce Optimization (WFO) suite enables organizations to capture, analyze and act on customer, business and market intelligence, and gain a complete multichannel view of customer interactions and experiences.  




Edited by Maurice Nagle

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!