Tag Archives: Intelecom

Intelecom Positioned as a Challenger for the second consecutive year in Gartner’s Magic Quadrant for Contact Centre as a Service, Western Europe

PRESS RELEASE: Intelecom announced it has been positioned by Gartner, Inc. as a Challenger in the Contact Centre as a Service, Western Europe Magic Quadrant report for the second successive year. Continue reading Intelecom Positioned as a Challenger for the second consecutive year in Gartner’s Magic Quadrant for Contact Centre as a Service, Western Europe

Intelecom introduces latest enhancements to its cloud-based contact centre solution with improved security features and Web Chat functionality

PRESS RELEASE: Intelecom Group AS has announced the latest enhancements to its multi-channel cloud-based contact centre solution. As an ISO 90001 and ISO 27001 certified, PCI DSS compliant organisation, quality and information security management are top priorities for Intelecom. The new security features build additional resilience into the contact centre environment with the introduction of two-factor authentication and an IP address whitelist for logon. At the same time, new Web Chat functionality underlines Intelecom’s ongoing commitment to improving real-time interactions for next generation customer service. Continue reading Intelecom introduces latest enhancements to its cloud-based contact centre solution with improved security features and Web Chat functionality

Intelecom Selects GENBAND’s WebRTC Gateway Solution to Integrate CRM Software and Voice Environments

PRESS RELEASE: GENBAND™ announced that Intelecom is leveraging GENBAND’s WebRTC Gateway (formerly SPiDR) to enhance its flagship “Contact Centre” solution with real-time communications. The new capabilities allow agents to interact with customers in context, helping to streamline service delivery. Continue reading Intelecom Selects GENBAND’s WebRTC Gateway Solution to Integrate CRM Software and Voice Environments

Six ways to manage AHT in multi-channel contact centres

BLOG: by Thomas Rødseth, VP of Product & Marketing at Intelecom, takes a closer look at Average Handle Times in multi-channel contact centres… With all the talk of Customer Experience Management and Customer Effort, it’s easy to forget that customer service managers don’t have bottomless pits of money. Best practice in contact centre management isn’t just about being effective, it’s also about being efficient. That is why many traditional measures of call centre performance, such as Average Handle Time (AHT), are as relevant as ever. Continue reading Six ways to manage AHT in multi-channel contact centres