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Intelecom extends contact centre in the cloud solution with Verint

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Harmeet
New Update

OSLO, NORWAY & MELVILLE, USA: Intelecom Group AS, a provider of cloud contact centre technology, announced the availability of Verint Systems Inc.'s Impact 360 Workforce Optimization (WFO) software as a cloud-based solution integrated into Intelecom Connect.

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This follows the organisations commencing their relationship earlier this year in May 2013. Verint is a global leader in Actionable Intelligence solutions that include the suite of award-winning WFO and Voice of Customer Analytics (VoC) software.

The integrated, cloud-based solution will help multi-site, multichannel contact centres capture a full range of customer interactions for quality, compliance and VoC intelligence that can be used to enhance operations, improve performance and heighten the customer experience.

In addition, the solution can help organisations automate workforce management (WFM), including staff forecasting and scheduling, and the ability to track agent adherence, while providing performance management. Having the right number of contact centre agents with the right skills in the right place, and at the right time, is a critical link when delivering customer service and managing costs.

Intelecom Connect is a complete contact centre solution in the cloud. The flexibility of the Connect application programming interface (API) and Web Services allows seamless integration into third-party software environments.

This partnership not only provides Intelecom customers with advanced WFO technology typically associated with on-premise licensing, but also makes it available on an integrated in-the-cloud, pay-as-you-use basis from a single supplier. Offering customers flexibility in deployment, it also can help them meet their business requirements as they evolve.

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