Intelecom has launched a new application on the Salesforce AppExchange.
The application will allow a seamless integration with its multichannel cloud contact centre solution, Connect.
The latest CRM functionality is designed to deliver a 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 in the cloud, meaning there is no requirement for on-premise services or equipment. Agents have access to Salesforce CRM via Connect by logging into the end-to-end cloud contact solution, using any device via any operating system and from any location.
The new app also allows contact centre agents to receive multiple enquiries from various media channels and manage them without switching between applications, while 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.
A new home page for Connect Control, the administrator and management interface in Connect, has also been launched to allow real-time monitoring and management of the operations using mobile devices.
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 as was previously only available via the browser-based version of Connect Control.
Klaas van der Leest
”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,” said Klaas van der Leest, Managing Director at Intelecom UK Ltd. “The new app underlines Intelecom’s commitment to continual product development and reflects the strength of our long-standing partnership with one of the world’s leading providers of CRM solutions.”
The Intelecom App can be downloaded from Salesforce’s AppExchange.
For more information about Intelecom, visit their website.
Author: Megan Jones
Published On: 11th Feb 2015 - Last modified: 18th Dec 2018
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