As the CEO of Intelecom Group, my role is to objectively test the plans and initiatives of the management team to help us achieve our goals, which is to help our customers across Europe deliver exceptional customer service.
We’re an ordinary technology organisation doing some pretty extraordinary things and shaping the way modern contact centres are run. I’m extremely proud that a number of our customers have won awards for customer service excellence and it gives me great pleasure that Intelecom played a fundamental role in making that happen.
All 200+ employees of the Intelecom contact centre division are collectively working together towards a vision which is already proving to be spectacularly successful. License growth in the UK has doubled in the last 12 months as both new and existing customers recognize the security and stability of our platform.
I’ve been part of the technology industry for 20+ years and this is probably the most exciting time to be leading such a company. The way customers want to interact with companies is constantly changing – not too long ago social media wasn’t even considered a channel for customer service operations. I think emerging channels such as WebRTC are really contributing to making customer experience memorable.
Going forward, the most important thing for us is to be close to our customers and learn from them to ensure our solution is utilized to its full potential. The future is very bright for Intelecom!
My role is pretty varied and on any given day I am involved in a huge variety of discussions on trends in the market, figuring out ways in which Intelecom Connect can deliver more value to customers including solution selling, new customer on-boarding strategies and how to deepen relationships with existing customers.
With over 10 years’ experience in the software industry and the pleasure of working for some pretty amazing companies such as Visma, I’m well aware of the operational challenges our customers are facing on a day-to-day basis. My job is to turn those challenges into opportunities for Intelecom to address.
It’s an exciting time to be part of the customer experience market. Going forward I think Software-as-a-Service (SaaS) will continue to grow and solution providers who are not able to address this trend will disappear. I’m pleased to be part of an organisation which was one of the original pioneers of cloud computing and will continue to lead the way in delivering cloud solutions.
I’m really optimistic about the opportunities Intelecom has to help its customers reach new customer service levels and drive operational efficiencies though intelligent and automated services.
As the VP of Product and Marketing, my role is to develop and bring to market a world-class multi-channel customer engagement solution.
Part of my job involves travelling around the world to meet contact centre professionals, learning about their challenges and discussing way that these can be overcome. I always learn something new and come away with fresh ideas as well as meeting some truly inspiring people. These include our loyal customers who have been with us for over 10 years such as the Nordic insurance giant If and the UK water utility company Affinity Water.
I have worked in the telco sector in Europe for over 20 years including enterprise level companies such as O2 and Telenor. I have a background in managing a large contact centre employing more than 1,000 agents, giving me first hand experience of trying to achieve operational efficiencies whilst delivering a great customer experience.
Quality and ease of use are at the heart of my product development principles. I’m responsible for not only building solutions, but building great quality solutions. Through an agile cloud delivery model we are able to address this. Just like applications in our private life such as; Google, Evernote and Facebook, we want our solutions to truly add value to our customer’s life.
My role at Intelecom is to sell our solution in a way that brings value to both customers and Intelecom. I specifically look for opportunities to help our customers in Denmark, Sweden and Mainland Europe with a view to expanding our footprint by helping multi-national customers.
With over 15 years’ of technology sales experience, I’m completely committed to the idea that the most crucial thing about building long lasting relationships with customers is trust. Our customers across Europe trust us to deliver a robust solution that’s going to help them achieve their customer experience goals and add significant value to their organisation.
I’ve worked on a number of large scale customer engagement initiatives with companies such as; Norwegian Tax Administration, and a Norwegian Labour and Welfare organisation. My view of the contact centre function is that it will become the heart-beat of any organisation. Bringing in different back office functions and being able to integrate with different systems will be critical to any contact centre solution implementation. Intelecom can do all of this and more; plus the reliability and stability of the platform means that Intelecom is one of the most influential players in the market.
As the VP of Operations, my role is to manage the operations, development, implementation and support teams. I am responsible for providing a robust and scalable service to our customers, ensuring high availability, performance and stability of the platform.
I’ve been working in the software/telecom industry for over 25 years with some great companies. So much has changed, especially in the last 10 years. I’m however looking forward to what the next decade will look like in the contact centre industry. I believe context-rich systems will make a huge impact on how organisations engage with consumers. Thanks to embedded intelligence and analytics, applications will become alert and responsive to their surroundings. What a great way to truly make a difference to your customer’s life.
As well as focusing on the present and future of Intelecom Connect, I like to spend my time motivating my team of technical experts. Ian Walker is a true inspiration for me when it comes to team motivation. His ability to build a high performance team that systematically outperforms competitors is something to really take note of.
My vision for Intelecom is for our platform to become the de-facto choice for companies striving to provide world class multi-channel customer service. Our growth will be driven by providing excellent customer support, a rock solid service, and a feature rich solution.
As the Chief Finance Officer, it’s my job to ensure we grow the business in a profitable and sustainable way so that we can continue to provide our customers with exceptional service and to be the preferred contact centre solution provider in the market. A critical success factor for Intelecom is to ensure that we have robust, highly professional and well thought through internal processes from innovating solutions, a professional sales and business growth engine, through to the way in which we support our customers’ success; all of which will lead to satisfied customers and employees.
One of the most important lessons I have learnt during my 25+ year career is that the most successful companies are the ones where the customer’s opinion is the only one that really matters. The whole focus for the organisation pivots on the customer’s needs and satisfaction – not price or product.
I look forward to helping Intelecom become the obvious choice for customers looking for innovative contact centre solutions that are future-proofed and ready to serve the next generation of digital savvy customers.