Product Overview

Intelecom Connect is an all-in-one contact centre solution that gives organisations of all sizes the right tools to provide exceptional customer service.

With Connect, organisations can fully benefit from a globally dispersed workforce since agents and administrators can log into Connect from anywhere in the world. All they need is a phone line (PSTN, SIP or Mobile) and an Internet connection to easily access all the functionality that was previously confined to a traditional premise-based contact centre.

Connect offers a broad range of robust but yet easy to use features. Its modular design means new functionality can be deployed as soon as the business demands, safe in the knowledge that with Connect you pay only for what is used. This building block approach is key to the principles of contact-centre-as-a-service (CCaaS), which ensures customers achieve maximum operational and cost efficiency.

With Connect customers can choose their preferred method of communication and still receive a response within agreed service levels. Agents can receive and respond to Calls, Email, Social Media requests, Chat, SMS, Fax messages and Call- back requests all within the same interface. Each communication channel is managed by the same intelligent routing algorithm ensuring every enquiry regardless of media-type, is answered by the highest skilled or first available agent.

Intelecom’s web-based administrative portal, Connect Control, provides instant access to real-time information and detailed historical reports. It gives managers the tools they need to better control their day to day operations, enabling them to take critical decisions promptly to meet customer demand and expectations.

Connect Control means management can:

• Access detailed historical reports
• Define and build bespoke reports and wall boards
• Monitor contact centre activity in real-time
• Change profiles and provision new agents instantly
• Set opening hours and holiday routing
• Manage audio and IVR catalogues
• Upload new directories and data sources

Flexibility runs inherently through Connect, exposed Web Services and application programming interfaces (API’s) that are continuously evolving, allow seamless integration into any application or environment. Today, Intelecom has integrated Connect into many leading CRM, WFM and collaboration tools such as Salesforce.com, SugarCRM, IBM SmartCloud, Transversal and Verint.

In addition, integration with company calendars and directory tools such as Outlook, IBM SmartCloud, Lync or IBM Sametime gives agents real-time visibility of who is in and who is out, enabling them to share diaries and schedule appointments.

With Connect you get an easy to use cloud based contact centre solution that enables your organisation to increase its business agility while enhancing your customers’ experience.

It also delivers a range of tangible business benefits including:

• Cost efficient with no capital investment, on-going equipment maintenance, upgrade costs or need for additional hardware or software
• Multichannel, meet customers in their preferred communication channel
• Simple to use interface for agents and administrators
• Secure, resilient and reliable
• Fast to implement and setup, set new agents up and running fast, instant access to capacity on demand
• Works in any location independent of hardware, software, platform or device
• Flexible, automatic load balancing between locations and add or remove agents instantly

For more information visit www.intele.com or call 08450 803 070.