Intelecom Adds Softphone Capability

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Intelecom Group AS has announced the latest release of its multichannel cloud-based contact centre that includes a series of new features, including WebRTC softphone capabilities. The latest version of Intelecom is part of the company’s ongoing product strategy to develop real-time innovative solutions that boost agent productivity and pave the way for next-generation customer service.

Softphone from Intelecom enables agents to answer calls directly from their computer and removes the need to rely on external telecommunications devices such as landlines or mobiles. Agents simply log on using a headset plugged into a computer and use the Intelecom client in a Chrome web browser to answer customer calls. Intelecom takes advantage of WebRTC, a technology that enables audio streaming between browser clients supported by the world’s leading vendors. WebRTC provides internet browsers and mobile applications with real-time communications (RTC) like voice, via simple application interfaces (APIs). Should there be interruptions in internet connectivity, agents using Intelecom’s solution can quickly switch between the headset and mobile or landline phones to maintain service levels.

Børge Astrup

Børge Astrup

Børge Astrup, managing director of Intelecom Contact Centre Division, commented, “We constantly tap into far-sighted initiatives like WebRTC and the latest industry trends such as webchat to drive innovation across our solutions portfolio and meet the increasing demand for real-time communications in customer service. This gives our clients a set of flexible yet integrated tools that are designed to build resilience into their contact centre operations and empower agents to deliver consistently high levels of personalised customer service at all times.”

Other highlights of the latest version of Intelecom include:

For more information about Intelecom, visit their website.

Author: Megan Jones

Published On: 26th Apr 2016 - Last modified: 18th Dec 2018
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