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Intelliverse Unveils New Call Center on Demand Solution

February 12, 2014

By Rajani Baburajan,
TMCnet Contributor

Intelliverse (News - Alert) Telecom, a provider of cloud-based communication solutions, recently announced the launch launched of IntelliSync, the company’s newest hosted contact center solution designed to enhance customer collaboration, drive agent productivity, enhance efficiency and improve quality of customer service.

With multi-channel interaction management, the solution aims provides low-cost contact center capabilities for both inbound and outbound environments. The solution is ideal for SME, enterprise and mid-market customers, the company said.

The solution features a single interface for all customer interaction channels, where all transactions can be managed via a universal queue. This unified agent desktop is designed to provide users with a 360 degree customer view, advanced analytics and reporting features.

“IntelliSync's contact center solution is designed to engage customers across every channel, device and touch point, and effectively drives multi-channel customer service while reducing operational costs through efficiency gains,” said V. R. Kirubakaran (VRK), country manager, Intelliverse Telecom, in a statement.

The contact center solution comes with fully integrated computer telephony integration (CTI (News - Alert)) and advanced features like a predictive dialer, an interactive voice response (IVR) module with skill based routing, and automatic call distribution (ACD) for intelligent routing of inbound calls.

In addition to these, the solution has the ability to schedule outbound marketing campaigns, manage voice recordings with ease and efficiency, and create comprehensive reports to improve agent productivity and organizational performance. It also provides insights into customer interactions and metrics tracking.

Since the solution is delivered via the cloud, IntelliSync allows organizations to maximize investment by utilizing the Internet as secure global delivery system delivering high reliability at a low cost and to minimize unnecessary infrastructure, licensing and IT support costs. 

Edited by Blaise McNamee