Intelecom adds enhanced chat functionality to Connect

LONDON, UK: 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.

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.

Connect from Intelecom is a complete, multichannel cloud contact centre solution. The latest release of Connect is now available to new and existing customers.