Intelecom Integrates Verint Workforce Optimization in Cloud Contact Center Solution

Intelecom, a provider cloud contact center technology, announced that it has integrated Verint (News - Alert) Impact 360 Workforce Optimization (WFO) software as a cloud-based solution into Intelecom Connect.

Connect from Intelecom is a multichannel cloud contact center solution allowing agents to respond to phone, e-mail, chat, social media and SMS enquiries all within one application. The solution’s features are available in modular form so customers can specify the tools that are right for their business at any given time, paying only for what is used.

Connect also features a central administration portal known as Control, which provides access to critical real-time information, custom reporting and the ability to make live changes in the contact center.

Verint Systems, meanwhile, provides Actionable Intelligence solutions that include WFO and Voice of Customer analytics (VoC) software. The company’s solutions aim to help contact centers better leverage multi-site, multi-channel communications to improve customer interactions while also meeting quality and compliance requirements.

Workforce optimization technology brings a number of benefits to contact centers. With its cloud-based approach, Verint WFO solution will complement Intelecom’s core contact center technologies. The partnership will allow Intelecom’s customers to automate workforce management (WFM), including staff forecasting and scheduling, and to track agent schedule adherence, all while providing performance management, the company said.

With its ability to provision the right number of contact center agents with the right skills in the right place and the right time, WFO solutions can be a critical link for both delivering customer service and managing costs.

“With this partnership, Intelecom's customers have access to a fully-integrated, cloud-based WFO solution," said Nick Nonini, senior vice president, EMEA sales, Verint Enterprise Intelligence Solutions, in a statement.