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 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.