Intelecom adds enhanced Chat functionality to Connect

PressReleasePing
Intelecom adds enhanced Chat
functionality to Connect
Latest release of Connect includes improved handling of Chat to increase agent effectiveness
and customer satisfaction in contact centres
OSLO, Norway, January 21, 2014 /PressReleasePing/ - 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.
ENDS
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.
For more information please visit www.intele.com or contact:
Georgette James
Intelecom
T: +44 (0) 845 080 3070
E: georgette.james@intele.com
Press contacts:
Mary Phillips/Andreina West,
PR Artistry Limited
T: +44 (0)1491 639500
E: mary@pra-ltd.co.uk
Lower Woodend Barns Fawley Henley-on-Thames Oxfordshire RG9 6JF
Mary Phillips
PR Artistry
+44 (0)1491 639500
mary@pra-ltd.co.uk
http://www.intele.com/
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