PRESS RELEASE: Intelecom UK announced a 122% increase in license revenue for Intelecom Connect during the year ending January 2014. This follows year-on-year growth over the past three years which has seen license revenues treble over that period of time. Intelecom UK is part of Intelecom Group AS, a Norwegian company which currently serves over 900 customers, in 25 countries on 4 continents.
Intelecom was one of the first to develop a cloud-based contact centre and now has over 17 years’ experience in this area. For more than a decade and a half, contact centres have enjoyed the benefits of cloud-based services including its flexibility and scalability. The integration capabilities of Intelecom Connect make it central to often complex contact centre infrastructure configurations, including third party customer relationship management (CRM), knowledge-based and enterprise resource management (ERM) applications, plus collaboration tools and other core technologies.
Klaas van der Leest, managing director of Intelecom UK said, “Intelecom’s license revenue and agent growth in the UK has exceeded analyst predictions for the cloud contact market as a whole*. The increased popularity of web chat and social media for customer service will mean further opportunity for growth as contact centres look for operational efficiencies as well as improving customer journeys. Intelecom Connect enables all customer enquiries via Facebook, Twitter, web-chat, SMS, email, fax and telephone to be handled simultaneously from the same screen as voice calls. This reduces the number of interfaces that agents have to manage, leading to faster, more effective enquiry handling and increased customer satisfaction.”
License revenue and agent count have grown as both existing and new customers recognize the security and stability of Intelecom Connect. Customers in the UK include Affinity Water, Ombudsman Services, Capita, Figleaves and Domino’s Pizza. Intelecom is ISO27001 accredited and therefore understands the concerns of many customers who demand the highest levels of security from providers of cloud based services.
Klaas van der Leest concluded; “Intelecom continues with its investment programme which includes the Connect platform, network and data centre expansion as well as staff augmentation and marketing. The launch of a new website (www.intele.com) is further evidence of our commitment to spreading the word when it comes to the benefits of cloud-based contact centres.”
*The seventh edition of DMG’s Consulting’s Cloud-Based Contact Center Infrastructure Market Report, 2014-2015 forecast 20% growth.