More and more of our customers are looking to move towards a cloud-based solution to manage their contanct centres
Intelecom, a provider of cloud-based contact centre solutions, today announced that Ombudsman Service Ltd (Ombudsman Services) has selected its contact management portal, Connect for the organisationโs United Kingdom operations. Ombudsman Services provides dispute resolution for the communications, energy, property and copyright licensing industries. The company employs over 170 people and is based in Warrington in the North West of England.
Ombudsman Services was looking to replace its original on premise telephony system with a more flexible, scalable solution which would integrate with its Microsoftยฎ Dynamics customer relationship management (CRM) and InVision workforce management solution (WFM). Ombudsman Services selected Intelecom Connect for its ease of use and proven integration abilities.
Richard Brown, director of corporate services at Ombudsman Services said, โWe made the decision to move to a cloud services infrastructure including a cloud-based CRM, WFM and contact centre solution. Intelecomโs heritage as one of the first developers of hosted contact centres and its proven integration experience gave us the confidence to make the move to a cloud-based contact centre. We have already benefited from improved monitoring of call flows and management of agent activity.โ
Connect from Intelecom includes an advanced web-based administrative portal which gives contact centre managers greater control over the day-to-day operations. With this increased visibility of call queues Ombudsman Services is now able to distribute incoming calls across all available agents or staff employed in other areas but who can step in when call volumes unexpectedly increase.
Mr Brown continued, โWe work on behalf of a number of independent regulators and participating companies and as such our own customer service is very important. Therefore we looked to Intelecom to provide us with the ability to manage service level agreements (SLA) settings, overflow queues and prioritise queues to provide our callers with a fast response and quality service.โ
Intelecom developed Connect as an all-in-one solution with web services meaning it can quickly and easily be integrated into many of the leading CRM, WFM and collaboration tools. The integration at Ombudsman Services saves valuable time as agents are presented with the right information from the CRM application as soon as a call is received. Connectโs ability to recognise individual callers as soon as they hit the network also means they can be routed automatically to the same agent to provide a more personal service.
Klaas van der Leest, managing director of Intelecom UK concluded, โOmbudsman Services help to get complaints resolved as quickly as possible with the most appropriate outcome. Therefore, it is imperative for the organisation to have a robust, scalable and flexible communications infrastructure to support this important work. More and more of our customers are looking to move towards a cloud-based solution to manage their contanct centres and to take advantage of the advanced integration possibilities the cloud presents. While our customers get on with their core business and provide excellent customer service, Intelecom and Connect take care of the technology behind their communication channels through a well-established and proven SaaS model.โ
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About Ombudsman Service Limited
โข The Ombudsman Service Limited is a private company limited by guarantee which operates using the brand โOmbudsman Servicesโ.
โข Ombudsman Services runs four national, private sector ombudsman schemes which provide independent dispute resolution for the communications, energy, property and copyright licensing sectors.
โข Ombudsman Services: Communications handles complaints for more than 600 companies including six of the large communications providers (BT, Vodafone, O2, 3, Talk Talk and Sky). It resolved 11,200 consumer complaints (2011/12). It is approved by Ofcom.
โข Ombudsman Services: Energy handles complaints for all energy supply and network companies which have domestic or small business customers. It resolved 6,608 consumer complaints (2011/12). It is approved by Ofgem.
โข Ombudsman Services: Property handles complaints for members of the Royal Institution of Chartered Surveyors (RICS), the Association of Residential Managing Agents (ARMA), the National Approved Letting Scheme (NALS), estate agents and other property professionals. It resolved 464 consumer complaints (2011/12). It is approved by the Office of Fair Trading as an estate agent redress scheme.
โข Ombudsman Services is an entirely independent alternative to the courts and its services are free of charge to consumers. It operates by the Ombudsman Association principles of good governance.
โข Ombudsman Services was selected to provide an ombudsman and investigation services for the Governmentโs Green Deal scheme. This service started on 1 October 2012.
For further information, please visit www.ombudsman-services.org
Intelecom is a leading provider of cloud contact management technology. With over 14 yearsโ experience, Intelecom was one of the first developers of cloud based contact centre solutions. Highly flexible and scalable Intelecomโs technology can be adapted to accommodate one to several thousand concurrent agents or callers to any device, any location and integrates to multiple applications seamlessly.
Intelecomโs objective is to help our customers achieve greater operation efficiencies through their contact centre processes and to give them the tools to improve their customer experience. To this end we design cost effective services which deliver strategic objectives and increase customer satisfaction. Intelecom is an organisation focused on innovation, with 70% of our employees working in a technical capacity we continue to develop market leading functionality which meets customer requirements today, tomorrow and beyond.
Today Intelecom delivers contact centre services to over 2000 businesses, total revenue exceeds GBP 50 million with strong profitability.
For more information please visit www.intele.com or contact:
Intelecom UK Ltd
T: +44 (0) 845 080 3070
Press contacts: Mary Phillips/Andreina West,
PR Artistry Limited
T: +44 (0)1491 639500
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