Figleaves Case Study

Figleaves.com delivers enhanced, personal service with cloud-based contact centre from Intelecom
Figleaves.com
Figleaves.com
Figleaves.com delivers enhanced, personal service with cloud-based contact centre from Intelecom

The Requirement

To maintain consistently high levels of customer service as the company grew globally, Figleaves.com needed a new solution to provide automated call routing and accurate reporting.

The Solution

Intelecom enables contact centre staff to monitor performance and adjust their own activity accordingly. If call volumes rise unexpectedly, agents can log into the system from home, and customer service is uninterrupted.

The Outcome

  • CTI (Computer Telephony Integration) gives agents a concise and complete picture of all call centre activity, empowering them to make their own decisions
  • Supports business continuity with ease, remote access during times of emergency and adverse weather conditions
  • Figleaves.com has introduced specific SLAs using Intelecom’s advanced reporting functionality. In minutes, senior managers can download meaningful call centre reports that support faster, proactive decision-making.
Here's what Figleaves had to say

“The technology was tried and tested which gave us huge confidence from the outset. We didn’t even need to invest in new handsets keeping our capital costs to a minimum. After just a few minutes of training, we could start using the solution and see immediate benefits.”

“Intelecom has given us a straightforward but highly resilient framework that integrates seamlessly with the rest of our network. It helps to support our overall drive to deliver an exceptional customer experience.”

Customer Service Manager

98% of calls answered in 10 seconds
98% of calls answered in 10 seconds
57% of all communication is via voice channels
57% of all communication is via voice channels
Over 1.2 million customers visit Figleaves online
Over 1.2 million customers visit Figleaves online

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