Intelecom adds enhanced Chat functionality to Connect

Intelecom Group AS has announced enhancements to the Chat solution and Media Archive options in Connect, its flexible contact centre in the cloud. The latest release of Connect sees the launch of a new Chat function with enhanced handling of simultaneous enquiries and improved visible interactivity. In addition, calls in the Media Archive within Connect Control can now be displayed graphically to provide better complaint resolution and call retrieval. 

Christian Thorsrud, Product Manager at Intelecom Group AS explained, “Organisations are seeing a direct link between an increased use of Chat as a communication channel and customer satisfaction and cost-reduction in contact centres. Chat also aids agent productivity as they can deal with more than one enquiry at the same time. Customers often prefer Chat to email because it is faster, can resolve queries immediately and personalised conversations have higher rates of resolution. The latest version of Connect maximizes recent technical innovations in this popular method of communication to improve effectiveness.”

The new Chat interface in Connect means that contact centre agents can interact even more efficiently with customers and respond to conversations at the pace set by the customers. Not all customers using Chat communicate at the same speed and therefore it is often necessary for an agent to switch between conversations at different times. Alerts indicate when a customer requires an answer or when they have gone off line, allowing the agent to focus on the most relevant ongoing Chat dialogs. Productivity is improved as the process of handling Chat enquiries is made more efficient by the ability to deal with prioritized multiple dialogs while adding additional conversations at any given time.

A graphical view of a customer’s call history is now available in the Media Archive within Connect. By using the latest version of Connect Control managers have the ability to see graphically which menu a caller used, how long they were on-hold, which agent answered the call, how long the call took and whether it was passed to another agent. If calls are recorded there is an option to click through and listen to the call in question at any point. This new functionality means complaints can be resolved more quickly and will highlight training and operational adjustment requirements.

Christian Thorsrud continued, “Connect Control provides advanced management and reporting in the contact centre. This includes real-time monitoring, detailed statistics and the ability to make critical service changes on demand. The latest version of Connect also includes an enhanced Media Archive within Connect Control. Being able to see a graphical representation of every call and the ability to easily listen to the call at any stage through that journey helps managers deal with escalated queries and to spot any operational change requirements quickly.”

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.

The latest release of Connect is now available to new and existing customers.

About Intelecom

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.