Intelecom Contact Centre Solution
Connect with your customers anytime, anywhere, through any channel and on any device.
Intelecom’s cloud-based contact centre solution is a highly flexible and scalable multi-channel solution for companies of all sizes. It offers increased productivity, closer customer contact and improved service levels. Truly omni-channel, it manages Voice, Web Chat, Email, Social Media and SMS interactions, all within the same application.
Intelecom’s SaaS solution is scalable, quick to roll out and can integrate with pretty much any existing technology you may use in your contact centre.
If you are looking for a provider that can help you build your next generation contact centre, or want a no obligation consultancy session, we would be delighted to help. Contact us today to discuss your requirements.
A Complete Multi-Channel Contact Centre Solution
Softphone enables agents to answer calls directly from their computer and removes the need to rely on external telecommunication devices such as landlines or mobiles.
Outbound dialer enables more efficient use of outbound agents’ time. Intelecom supports preview, power and predictive modes and CRM integration.
IVR technology automates routine tasks. It allows customers to complete simple self-service transactions 24/7 without agents, extra staffing or operational costs.
Call Recording provides management of audio catalogues eg what type of calls or chat conversations are happening. A percentage of calls or time slots can be selected.
Intelecom manages call-back requests, including voice calls, SMS and web enquiries providing customers with a quick and convenient response without waiting in a queue.
Intelecom is a complete web chat multi-device solution. The open API allows easy integration into website or mobile apps for a seamless customer experience.
Intelecom's web chat interface is completely flexible to maintain branding and design options.
Never miss an opportunity to capture the ‘voice of the customer’ by including an end of web chat conversation survey. Allows service monitoring.
Get fast and accurate feedback with structured messages to tailor dialogue, allowing business transactions to be completed and recorded in a safe and efficient manner.
URL Tracking in Intelecom's Web Chat enables analysis of customers’ browsing behaviours. To provide a personalised and relevant service every time.
Email System Agnostic
Intelecom is independent of email systems which means it can be used without major changes.
Incoming enquiries can be routed to the right agent on a range of business parameters such as agent skills and profile.
Beyond basic email, more advanced tasks from any internal system can be scheduled to the right agent for timely handling.
Upon distribution of the incoming request other systems such as CRM or internal IT systems can be opened for further reference.
MS Exchange Integration
Integration with MS Exchange through a service side Synch client means that AD-data can be synchronised along with e-mails.
With Intelecom short SMS numbers can be used and promoted. Different number options are available for different markets.
Inbound SMS messages can be combined with 'bot'-like services to provide more advanced responses before being presented to agents.
Agents have the capability to send SMS messages to the caller or any mobile recipients, independently of the channel for the incoming request.
A standardised message template can be used to communicate with callers, send notifications or predefined responses.
Through the Intelecom solution, you can set a predefined textual sender name on the sent text message e.g. "Intelecom".
This portal provides real-time monitoring, detailed statistics and the ability to make critical service changes on demand.
Intelecom can provide a range of additional modules, all designed to enhance the customer experience you deliver.