Lyse selects Connect multi-channel contact centre solution from Intelecom for social customer service

PRESS RELEASE: Intelecom Group AS today announced that Norwegian industrial group Lyse has implemented Connect, Intelecom’s multi-channel contact centre solution, to respond to customer enquiries regardless of which communication channel is used. Lyse has seen an increase in the number of customers using social media to contact companies across the group and has extended its use of Connect to cover both voice calls and enquiries via social media channels.

Lyse operates in the energy and telecommunications industries. The corporate contact centre covers all companies in the Lyse group and provides support for one company Altibox which delivers internet, TV and telephony services. Early in 2014 Altibox was recognised for providing the best social media customer service at the Social Media Days Awards in Oslo staged by specialist publication Kampanje.com.

According to Lene Nordahl, Customer Service Manager at Lyse, “With Connect all social media enquiries regardless of channel go into the same queue. The agents can then select the most urgent enquiry which could be on Twitter, Facebook or maybe an email. Agents can see previous posts from the same customer. This gives agents the information and confidence required to deal with enquiries effectively.”

Lyse currently receives approximately 6000 social media contacts per month. Contacts include posts, comments and emails. While the number of voice calls received remains stable, at approximately 1300 calls per day, the number of social media contacts continues to rise as more customers come on board across all the different group companies.

Lene Nordahl continued, “When it comes to voice calls our biggest focus is on quality, first time resolution and customer satisfaction. We treat all customer communication channels in the same way. In such a large contact centre our customers expect exceptional service whatever the channel and Connect enables us to control social media interactions in real- time. As a management team we can also add more resources to the social media queues when needed because of the increased visibility of volumes Connect provides.”

Torkel Engeness, chief executive officer of Intelecom concluded, “According to Gartner* by 2015, businesses that lack an all-channel customer engagement strategy will lose 15% to 20% of their best customers to competitors that have such a strategy*. Connect is a complete contact centre as a service (CCaaS) solution which allows users to develop opportunities through social engagement and provide excellent service whatever the customer’s channel of choice. We congratulate Altibox and Lyse on its recent award and its progress in social customer service.”

*Gartner Inc: What you need to know about social media for customer service – 12 Sept 2013 Michael Maoz, Jenny Sussin

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.