New App available via Salesforce AppExchangeIntelecom Group AS has launched a new application on the Salesforce AppExchange to allow a seamless integration with its flagship multichannel cloud contact centre solution, Connect. With immediate effect, the Intelecom App can be downloaded from Salesforce’s AppExchange, the marketplace for cloud computing web applications built specifically for the Salesforce.com community.
The latest CRM functionality within Connect is designed to deliver a faster, highly personalised and relevant service by providing contact centre agents with a single view of the customer directly from the Intelecom Connect App. Integration is managed completely in the cloud meaning there is no requirement for on-premise services or equipment. Agents have immediate access to Salesforce CRM via Connect simply by logging into the end-to-end cloud contact solution using any device via any operating system and from any location.
Klaas van der Leest, managing director, Intelecom UK Ltd said, “An efficient CRM system lies at the very heart of many organisations and linking it to the contact centre is critical to streamlining operations, agent productivity and delivering a seamless customer experience across multiple channels. The new Intelecom Connect App helps organisations unleash the power of Salesforce and Connect to maximise efficiency. It underlines Intelecom’s commitment to continual product development and reflects the strength of our long-standing partnership with providers of CRM solutions.”
The new Intelecom Connect App allows contact centre agents to receive multiple enquiries from various media channels and manage them without switching between applications. Dynamic presence information gives agents complete visibility of queuing activity including customer records for those waiting. In addition agents have the ability to see, in real-time, which colleagues are available and transfer calls as necessary. They can also update their own availability status and look up contacts all from within the App.
Intelecom recently launched a new home page for Connect Control, the administrator and management interface in Connect, to allow real-time monitoring and management of the operations using mobile devices such as the latest Apple and Android smart phones. This gives managers the same level of control in terms of graphically displayed performance statistics, real-time presence information and the ability to take corrective action in disaster recovery situations, previously only available via the browser based version of Connect Control. Today’s announcement further highlights the increased availability and openness of Connect as Connect Control becomes available to download as a standard App from Apple’s App Store and Google’s Play Store.
For more information on Intelecom Connect’s integration with Salesforce, its partner programme as well as the company’s other products and services, please visit: www.intele.com
ENDS
About Intelecom
Intelecom is a provider of contact centre solutions and with over 15 years’ experience, Intelecom developed a cloud based contact centre. This heritage makes Intelecom the cloud contact centre application specialist. Highly flexible and scalable Connect from Intelecom can be adapted to accommodate from one to several thousand concurrent agents using any device, in any location and integrates with multiple applications seamlessly
Intelecom Connect is a complete, multichannel cloud contact centre solution. Its rich functionality is available in modular form which means customers specify the tools that are right for their business at any given time, safe in the knowledge that they only pay for what is used. The ability to build bespoke contact centre solutions sets Intelecom apart from the competition and makes Connect flexible, highly scalable and future proof. Connect is designed to meet developing business demands.
Connect is one of the few contact centre solutions that is completely multichannel. Connect agents can respond to phone, email, Chat, Social Media and SMS enquiries all within the one application
Connect has a powerful administration portal known as Control which provides access to critical real-time information, bespoke detailed reporting and the ability to make live changes in the contact centre.
Today Intelecom serves over 2000 businesses in over 20 countries with total annual revenue which exceeds GBP 50 million.
For more information please visit www.intele.com or contact:
Press contacts: Mary Phillips/Andreina West,
PR Artistry Limited
T: +44 (0)1491 639500
E: mary@pra-ltd.co.uk