Intelecom UK Ltd, a provider of multi-channel cloud-based contact centre solutions, today announced a 122% increase in license revenue for Intelecom Connect during the year ending January 2014. This follows year-on-year growth over the past three years which has seen license revenues treble over that period of time.
Intelecom was one of the first to develop a cloud-based contact centre and now has over 17 years’ experience in this area. For more than a decade and a half, contact centres have enjoyed the benefits of cloud-based services including its flexibility and scalability. The integration capabilities of Intelecom Connect make it central to often complex contact centre infrastructure configurations, including third party customer relationship management (CRM), knowledge-based and enterprise resource management (ERM) applications, plus collaboration tools and other core technologies.
Klaas van der Leest, managing director of Intelecom UK said, “Intelecom’s license revenue and agent growth in the UK has exceeded analyst predictions for the cloud contact market as a whole*. The increased popularity of web chat and social media for customer service will mean further opportunity for growth as contact centres look for operational efficiencies as well as improving customer journeys. Intelecom Connect enables all customer enquiries via Facebook, Twitter, web-chat, SMS, email, fax and telephone to be handled simultaneously from the same screen as voice calls. This reduces the number of interfaces that agents have to manage, leading to faster, more effective enquiry handling and increased customer satisfaction.”