Genband, a provider of real-time communications solutions has announced that Intelecom, a cloud-based contact centre solutions provider, is using Genband’s WebRTC Gateway (formerly SPiDR).
The gateway is being used to embed real-time communications within Intelecom’s flagship Contact Centre solution. The new capabilities allow agents to interact with customers in context, reportedly helping to streamline service delivery.
“Our customers turn to us for streamlined contact centre solutions that deliver maximum capability, flexibility and scalability,” said Thomas Rodseth, VP of product & marketing from Intelecom.
“Working with Genband gives us access to the cutting-edge solutions our customers demand in today’s market, where personalised, instantaneous customer service is the name of the game.”
The first phase of deployment will replace the traditional softphones Intelecom’s remote agents currently use with WebRTC clients. By receiving calls within their browsers, agents will have immediate access to the customer’s interaction, accelerating resolution time and providing an improved experience.
Plans are already underway for further deployment of WebRTC into Intelecom’s customers’ websites via click-to-call buttons to deliver both audio and video calls.
“We’re focused on empowering our customers with the real-time communications capabilities that improve their business processes,” said David Hiscock, senior vice president of EMEA Sales for Genband. “Enhancing their multi-channel cloud-based solutions with our WebRTC capabilities will enable Intelecom to enhance agent productivity and deliver next generation customer service today.”
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