December 20, 2012
New Connect From Intelecom Offers 100 Percent Web-Based Administration Portal
Over the past few years, there has been a significant shift toward cloud-based contact centers and a greater emphasis placed on customer experience. Today, the focus is on bringing all customer contact together into one easy to use interface, creating a unified environment that harnesses the power of multiple consumer devices and new trends in social media interaction. Intelecom Group AS, a provider of hosted contact management technology, is making the right move by revealing a new version of Connect, the company’s multichannel cloud contact centre solution.
In a release, Christian Thorsrud, product manager at Intelecom Group AS, commented, “Connect gives our customers complete control, giving them the self-sufficiency they need to make changes that directly impact customer service and boost company profits.”
The company also clarified that the new version will be made available with immediate effect. The latest version of Connect is noted to come with several new features that deliver a host of tangible benefits such as improved flexibility, better multichannel capability and a powerful administrator portal. One key highlight of the new release includes the availability of Connect Control, a new 100 percent web-based administration portal that gives supervisors crucial information to manage their customer contact operations in real-time.
With the web-based nature of Connect, users can access the system from any location and from any device. The round-the-clock availability of accurate information provides a dynamic overview of all contact center activities, aiding proactive and improved decision-making facilitating superior customer experience, said the company.
Also, from a single interface, administrators can quickly add new users, modify access settings, build bespoke reports, change routing patterns and easily activate functionality. The updated statistics tool within Connect Control provides granular reporting on all areas of the contact center activity. Additionally, the new version enables even tighter integration of Connect into third party applications such as CRM, WFM and other business critical systems.
Responding to recent customer feedback, Intelecom has linked Connect into major social media sites including Facebook (News - Alert).
With over 14 years of experience, Intelecom was one of the first developers of cloud based contact center solutions. It delivers contact center services to over 2,000 businesses, with a strong focus to achieve more. The company recently acquired Offshore Telecom AS, a Norwegian consultancy company with experience in onshore and offshore telecommunication technology.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Brooke Neuman