Cloud Industry News

Intelliverse Introduces Cloud Communications Solutions for Contact Centers

February 21, 2012
Intelliverse Introduces Cloud Communications Solutions for Contact Centers

Database Integration and Transaction Automation Improves Quality and Efficiency of Every Customer Interaction

Intelliverse, a cloud-based communications provider for enterprises, today announced its hosted solution for contact centers. Intelliverse’s platform integrates Interactive Voice Response (IVR), Automated Call Distribution (ACD) and IP Telephony applications into one solution, eliminating the need for multiple vendors. A cloud-based platform allows contact center agents to operate in any office in any part of the world and reduces capital expenditures as well as IT and maintenance costs.
“Our solution enables companies to achieve greater results with their customer care strategy by reducing operational costs and maximizing profitability. By providing quick, accurate information and routing calls to live agents in the call center when needed, we are able to improve the call center’s productivity,” said Kevin M. Moran, President and CEO of Intelliverse. “Top it off with a robust, on-demand analytics package and we have created a complete communications solution for contact centers.”
Intelliverse’s solution enables companies of all sizes to offer enterprise-class customer service without the costs of an on-site solution. Benefits of using Intelliverse’s cloud-based solutions for Contact Centers include:

  • Leverage top resources around the globe – bridge contact centers and remote agents anywhere in the world with a cloud-based queue
  • On-demand scalability – utilize agents and network to automatically accommodate overflow, seasonal spikes or unexpected fluctuations in call volume
  • Usage based pricing – avoid unnecessary costs with a pay-as-you-go pricing model
  • Disaster recovery – connect agents from alternate offices or even a home office when travel to the contact center is impossible
  • Improved customer service – achieve a competitive advantage with clear and easy to use self service choices
  • Reporting suite and call recording capability – capture insight into customer desires, behaviors and pain points

With no equipment to purchase, install or maintain, the solution allows call centers to free up capital resources. The platform is scalable and flexible — calls can be directed according to customer need and the most cost-effective agent arrangement. Web-based reporting is available in real-time and historical views and helps guide business intelligence with greater insight into operations while maintaining alignment with overall corporate objectives.
Intelliverse will be demonstrating its Contact Center solution in Booth 7 at the 7th Annual Call Center Summit, January 23 – 26 in Orlando, FL and moderating a round-table discussion, “Automation Strategies for Enhancing (Rather than Detracting) Customer Service,” on Tuesday, January 24.

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