Intelecom and Cloud9 have partnered with each other to deliver their clientele with a comprehensive integrated and secure call recording service. For the uninitiated, Intelecom is a provider of cloud-based contact center solutions, and Cloud9 Business Analytics Ltd, is an established call recording and quality monitoring software-as-a-service (SaaS (News - Alert)) company.
This collaboration won’t be just beneficial to the two companies but also their customers. By amalgamating Intelecom and Cloud9 (News - Alert) products and services, organizations can manage their contact center applications; call recording and quality monitoring activities in the cloud. By having full accessibility over the Internet, businesses can easily and securely retrieve and playback all their call recordings.
Intelecom UK customers include, Veolia Water, Domino’s Pizza and Capita Gas Safe and the new partnership is anticipated to spread globally, when new customers sign up to a coalesced Intelecom and Cloud9 (News - Alert) Business Analytics service option.
Adrian Sparks, UK managing director of Intelecom, said “This partnership with Cloud9 Business Analytics provides Intelecom customers with the confidence that their voice recording service is actually working and the ability to quickly and easily playback calls. At the core of the managed service is proactive support for the system, which saves time, looking for calls, which may not even have been recorded because a traditional system wasn’t working at that time. Combined Intelecom and Cloud9 Business Analytics product suites give customers the opportunity to work in a way that suits them. They do not have to change the way they work to accommodate technology as one time integration in the cloud smoothes the way. Our aim is always to provide a cohesive solution leading to outstanding customer service.”
Connect, the hosted call management service from Intelecom has been integrated with a diverse array of applications including call recording and quality monitoring from Cloud9. This cloud-based integration helps contact centers to combine the applications needed to connect to information from varied sources delivering superior resilience and less reliance on IT departments. Julian Edwards, managing director of Cloud9 Business Analytics, said, “Most traditional voice recording systems require involvement from an IT department to identify and download the calls requested. Cloud9 provides voice and screen capture combined with quality monitoring as a managed service. Via a simple desktop application users can select calls using criteria such as agent name, telephone number, date and time and once identified hit the play button to listen to the call, all within minutes rather than days or weeks. This speed of response is all important when dealing with customer communication and the need to project the right responsive image.”
Edited by Brooke Neuman