New Cloud Solution Launched

Azzurri Communications has launched ICON Contact.

The solution delivers the functionality of an enterprise contact centre in a hosted cloud environment, including integrated multi-channel support (including email, webchat, SMS and social media), workforce optimisation and seamless integration with an organisation’s existing communications infrastructure.

Customers can pick and choose the services they require from a catalogue of pre-tested and pre-configured modules. However, unique to ICON Contact, customers can then tailor the solution considerably to meet their own specific needs.

This modular approach also enables the solution to be built around existing contact centre investments, so that organisations can choose how to extend their contact centres over time.

A further key component is the embedded workforce optimisation (WFO) functionality, which provides organisations with the necessary insights to increase productivity, reduce costs and enable more flexible working.

Predominantly designed for contact centre organisations with 50–200 concurrent agents, the solution is focused on the needs of organisations with high-touch contact centre environments.

“With the growing number of inbound and outbound customer communication channels showing no sign of slowing down, organisations with even the very latest contact centre solution soon find themselves facing the prospect of having to make changes,” said Rufus Grig, CTO of Azzurri. “Whether it’s adding new video functionality for the virtual sales team to offer an online shopping assistant service or simply upgrading to the latest version of their workforce optimisation software, adding any form of new functionality to an on-premise contact centre solution is a costly and high-risk exercise. By taking their contact centre into the cloud with ICON Contact, organisations can eliminate this risk entirely and ensure they remain one step ahead of their competitors.”

For more information visit the Azzurri Communications website.