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

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

AsiaPay Partners with Semafone for Secure Telephone-based Payments

Asia-Pacific electronic payment service provider AsiaPay recently announced that it has partnered with Semafone, a secure payment technology developer, to allow AsiaPay customers to complete telephone-based payments in its operating regions. [ Read More ]
03/24/2015

Cisco Brings Omnichannel Context to its Contact Center Solutions

Cisco Systems has expanded its contact center solutions with the addition of Context Service. The new cloud-based service, which Cisco is offering at no additional charge to its contact center platform customers, provides organizations with a complete view of their customers by aggregating customer information across all channels. [ Read More ]
03/17/2015

Interactive Intelligence Launches Latest PureCloud Services

Since revelation of its Amazon Web Services (AWS)-enabled multi-tenant enterprise collaboration and communications PureCloud platform in June of 2014, customer experience solutions provider Interactive Intelligence has been right on target with the announcement of new platform functionality. In January PureCloud Directory? was announced, and the rollout continues with the announcement of its latest additions: PureCloud Collaborate? and PureCloud Communicate?. [ Read More ]
03/16/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!