New Version of Intelecom Released

Intelecom group has announced the latest enhancements of its multichannel cloud-based solution.

This release sees the introduction of enhanced webchat, wallboard and media archive capabilities. In addition, Intelecom now offers a standard integration to customer service platform Zendesk. The latest product release is designed to provide increased levels of customisation and boost agent productivity while delivering a personalised customer experience.

Highlights of the latest release of Intelecom include greater customisation of webchat forms. Customers can create multiple input fields to provide agents with more information about the contact and their enquiry before the conversation begins. This saves time and leads to faster, more effective contact resolution. In addition, when an agent responds with a web address, an easy-to-read hyperlink is automatically displayed, making webchat more efficient for agents and chatters.

Intelecom has improved the wallboard’s functionality to accommodate gamification techniques. It is now possible to create wallboards for lists of named agents to display individual or group evaluation against Key Performance Indicators (KPIs). This enables contact centre leaders to see critical statistics such as number of calls answered, average handling or wrap-up times and then measure performance against an agent’s personal objectives plus overall team KPIs.

The latest enhancements to Intelecom media archive address the growing need for a multichannel contact centre environment whereby agents can find voice recordings, chat logs and emails all in the same place. For example, incoming emails are recorded, and when they are answered, they are shown in the media archive with a link back to the original message in a CRM or email management system. This provides a strong audit trail from beginning to end.

“Using our web-based solution, agents are guaranteed to have the right information at their fingertips to interact meaningfully with their customers and deliver exceptional levels of service. At the same time, our commitment to product innovation keeps business leaders one step ahead with real-time data, graphically displayed, to put them in complete control of their contact centre environment,” said Børge Astrup, Managing Director of Intelecom Contact Centre Division.

The latest release of Intelecom is available immediately. For more information, visit Puzzel.com