Contact Centre Integration

Managing customer interaction via a single interface increases productivity and improves the customer experience.  The Intelecom Connect application layer makes integration with third party applications such as customer relationship management (CRM), work force management (WFM), enterprise resource planning (ERP), social media and other collaboration tools possible.  Action buttons can be inserted to allow agents to quickly access Connect functionality within the businesses preferred application.

Intelecom Connect has integrated into applications such as Salesforce.com, SugarCRM, IBM Smart Cloud, Verint and Facebook thereby extending the native functionality to:

• Provide agents with the right information for faster enquiry handling.
• Remove the need to switch between applications for reference or to perform simple tasks.
• Allow a more informed and personalised service to customers.
• Automatically populate customer and user data into application fields reducing data entry errors and building a more detailed history of customer contact.

No additional agent training is required because integrated Connect services take on the same look and feel of the host application allowing new users to become quickly familiar with the new functionality.

The Intelecom application layer also allows full integration for both inbound and outbound communication.  By integrating inbound voice calls to an application essential data can be made available to agents instantly or perform other automated actions such as launch or query an application or populate fields saving precious time. 

The flexibility of Connect allows Intelecom to build bespoke integrations and custom-made contact solutions which deliver voice to users regardless of user location or application.        

With Intelecom Connect the possibilities are limitless.