Christian Thorsrud, Product Manager at Intelecom Group AS explained, “As more customer engagement channels are handled by contact centres the added complexity this introduces means there is an increased requirement for monitoring, coaching and training of agents. Contact centre managers need to have the right monitoring tools in place to maintain quality, resolve escalated queries and coach agents so they can improve and gain job satisfaction by delivering exceptional customer service.”
The new Silent Monitoring feature allows managers to listen to calls in real time by selecting agents, time slots and the number of calls required. When a manager is listening to a call Connect Control displays the caller’s number, access number, agent name and queue name. There is an option for agents to be made aware the call is being listened to as a headset icon appears on their screen. Real time monitoring quickly identifies any process change or training requirements. Likewise agents can be praised and excellent service rewarded boosting employee morale.
Managers are also able to use Connect Media Archive to retrieve Chat conversations in the same way as voice calls. The archive includes information about how long the Chatter waited in the queue, the name of the agent, how long the conversation lasted and more. In addition a log of the chat between the agent and the Chatter is available showing the content of the Chat conversation.
Christian Thorsrud continued, “Connect Control provides advanced management and reporting in the contact centre with a high level of administrator functionality. Intelecom customers tell us that the ability to monitor, manage and control the contact centre online and from within a single interface is a major advantage. With added functionality to Silent Monitoring and Media Archive, within the new release of Connect, managers will have the information they need to concentrate on helping agents provide an exceptional customer experience regardless of the channel used.
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-
The latest release of Connect is now available to new and existing customers.
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:
T: +44 (0) 845 080 3070
Press contacts: Mary Phillips/Andreina West,
PR Artistry Limited
T: +44 (0)1491 639500