Intelecom and SocialCee unite to maximise increased focus on social media in contact centres

July 8, 2013 - PRLog -- Intelecom Group AS, a provider of cloud contact management technology, has formed a new partnership with social media dialogue, content and management company SocialCee AS.  The collaboration will unite Intelecom’s multi-channel cloud contact centre solution and SocialCee’s software for handling social media communication in a customer services environment.  

Christian Thorsrud, Product Manager at Intelecom Group AS, explained, “The way in which people communicate is changing and contact centres are focusing more on multichannel communication such as social media including Facebook and Twitter, along with Chat, telephone, email and other more typical methods of contact.  Analysts predict that by 2016 as many as 50% of enterprises will utilize social media as a customer channel.  Social media will be the new servicing norm in just a few years.”

Intelecom Connect is a complete contact centre solution in the cloud and currently agents can respond to phone, email, Chat and SMS enquires plus Facebook via a different interface.  Using the jointly developed new solution in Connect, all social media enquiries will be handled in the same interface as traditional communication channels, so that contact centre agents can deal with them quickly and efficiently from a single application.  

Kenneth Akselsen, Chief Executive Officer of SocialCee AS continued, “At the moment most social media interactions are dealt with by marketing departments.  As organisations expand their use of new channels for business purposes there is a growing need for customer service operations to get involved with handling responses, dialogue and content of social media networks.  This new partnership with Intelecom gives SocialCee the opportunity to take its technology and experience into business critical solutions and other areas of an organisation outside of marketing.”  

The Intelecom and SocialCee joint development of a new social media solution in Connect is being partially funded by Innovation Norway, a governmental financial service for R&D projects, and will form one of the largest social media partnerships in Europe in the next 12 months. Initially focused on Scandinavia and the UK, plans are in place to extend availability to additional territories.  

Torkel Engeness, Chief Executive Officer at Intelecom Group AS, concluded, “Intelecom’s objective is to help our customers achieve greater operational efficiency through their customer service and contact centre processes, and to provide them with the latest functionality so they can deliver an excellent customer experience.  SocialCee is an innovative company that shares the same growth ambitions as Intelecom and by working together to optimize social media channels everyone benefits, but most importantly our joint customers and in turn their customers.”

The latest version of Connect including the new social media solution is now available and is currently being deployed at Intelecom customers.  

-   ENDS –

About SocialCee

SocialCee provides software for efficient handling of dialogue, content, monitoring and management of social media platforms.  SocialCee technology integrates with social networks such as Facebook, Twitter, Instagram, Google+ and Youtube.  The company was founded in 2012, by Kenneth Akselsen and Bo Myraas, one of the founders of the community Biip.no, a early application of social media.  For further information please visit www.socialcee.com  

About Intelecom  

Intelecom is a leading provider of location independent network based customer contact services. With over 15 years' experience, Intelecom was one of the first to develop a cloud based contact centre solution. Highly flexible and scalable Intelecom's technology can be adapted to accommodate one to several thousand concurrent agents to any device, any location and it integrates to multiple applications seamlessly.

Intelecom’s cloud-based contact management solution Connect is tailored specifically to meet customer requirements and can be integrated to work within any software or hardware environment. Intelecom Connect delivers the option to manage phone, email, social media, chat, sms, web and fax enquiries through one queue and one interface with real-time visibility of agent activity regardless of location.

Intelecom’s web based statistics tool provides users with instant access to pre-defined reports and bespoke report generation to support efficient business planning

Today Intelecom serves over 2000 businesses with total revenue that exceeds GBP 50 million with strong profitability.

For more information please visit www.intele.com or contact:

Georgette James
Intelecom
T: +44 (0) 845 080 3070
E: georgette.james@intele.com

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