Intelecom Announces Extension of Its Contact Centre in the Cloud Solution with Verint Workforce Optimisation Technology
Customers to Benefit from Integrated Contact Centre Solution Based on Intelecom Connect and Verint Impact 360 Software
Offering Available in One Flexible Cloud-Based Deployment Model
OSLO, NORWAY and MELVILLE, N.Y., 28 October 2013—Intelecom Group AS, a provider of cloud contact centre technology, announced today the availability of Verint® Systems Inc.’s (NASDAQ: VRNT) Impact 360® Workforce Optimization™ (WFO) software as a cloud-based solution integrated into Intelecom Connect. This follows the organisations commencing their relationship earlier this year in May 2013. Verint is a global leader in Actionable Intelligence® solutions that include a suite of award-winning WFO and Voice of Customer Analytics® (VoC) software.
The integrated, cloud-based solution will help multi-site, multichannel contact centres capture a full range of customer interactions for quality, compliance and VoC intelligence that can be used to enhance operations, improve performance and heighten the customer experience.In addition, the solution can help organisations automate workforce management (WFM), including staff forecasting and scheduling, and the ability to track agent adherence, while providing performance management. Having the right number of contact centre agents with the right skills in the right place, and at the right time, is a critical link when delivering customer service and managing costs.
Torkel Engeness, CEO of Intelecom comments, “An increasing number of our customers using our cloud-based contact centre are placing more focus on enhancing the customer experience. There are clear benefits in using a robust and well-known workforce optimisation technology, deployed in the same flexible cloud model as our core product. Verint, with its proven portfolio of WFO and VoC Analytics solutions, makes it an ideal partner for Intelecom.”
“Verint is committed to working with select partners to deliver our portfolio of solutions in the cloud. Our customers and the industry at-large continue to recognise Verint as the market leader and innovator in deploying WFO applications in a variety of environments, from on-premises to the cloud. With this partnership, Intelecom’s customers have access to a fully-integrated, cloud-based WFO solution,” adds Nick Nonini, senior vice president, EMEA sales, Verint Enterprise Intelligence Solutions™.
Intelecom Connect is a complete contact centre solution in the cloud. The flexibility of the Connect Application Programming Interface (API) and Web Services allows seamless integration into third-party software environments. This partnership not only provides Intelecom customers with advanced WFO technology typically associated with on-premise licensing, but also makes it available on an integrated in-the-cloud, pay-as-you-use basis from a single supplier. Offering customers flexibility in deployment, it can help them meet their business requirements as they evolve.
Verint’s Impact 360 Workforce Optimization suite enables organisations to capture, analyse and act on customer, business and market intelligence, and gain a complete multichannel view of customer interactions and experiences. Leveraging Impact 360, companies can identify opportunities to refine and enhance products and services; maximise information and workflow across functions; learn about competitive and other changing market dynamics; fine-tune internal business processes; enhance staff sales/service delivery; reduce operating costs; and realise new revenue opportunities.
Intelecom is a leading provider of contact management solutions and with over 15 years' experience. Intelecom was one of the first to develop a cloud based contact centre. 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.
Connect from Intelecom is a complete, multichannel cloud contact centre solution. Its rich functionality is available in modular form which means your 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. This 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.
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organisations of all sizes capture and analyse customer interactions, sentiments and trends across multiple channels, improve performance and optimise the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems
Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions. Its portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps organisations Make Big Data Actionable™ through the ability to capture, analyse and act on large volumes of rich, complex and often underused information sources—such as voice, video and unstructured text. With Verint solutions and value-added services, organisations of all sizes can make more timely and effective decisions. Today, more than 10,000 organisations in over 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in NY, Verint has offices worldwide and an extensive global partner network. Learn more at www.verint.com.
This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2013 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2013 and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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