Intelecom Extends Its Contact Center in the Cloud Solution with Verint WFO

Intelecom Group, a provider of cloud contact center technology, yesterday released Verint Systems' Impact 360 Workforce Optimization (WFO) software as a cloud-based solution integrated into Intelecom Connect. This follows the organizations commencing their relationship in May.

The integrated, cloud-based solution will help multisite, multichannel contact centers capture a full range of customer interactions for quality, compliance, and voice of the customer intelligence. In addition, the solution can help organizations automate workforce management (WFM), including staff forecasting and scheduling, and the ability to track agent adherence, while providing performance management.

This partnership not only provides Intelecom customers with advanced WFO technology typically associated with on-premises licensing, but also makes it available on an integrated in-the-cloud, pay-as-you-use basis from a single supplier.

"An increasing number of our customers using our cloud-based contact center are placing more focus on enhancing the customer experience. There are clear benefits in using a robust and well-known workforce optimization technology, deployed in the same flexible cloud model as our core product," said Torkel Engeness, CEO of Intelecom, in a statement. "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 recognize 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," said Nick Nonini, senior vice president of EMEA sales at Verint Enterprise Intelligence Solutions, in a statement.