Cloud-based Contact Center Featured Article

Intelecom’s cloud-based technology has been chosen by Scandinavia’s major airline, SAS (News - Alert). The technology will be used to develop an agile contact center covering three countries and capable of assisting the organization’s demanding ground handling department. Standardization offered by Intelecom Connect will hasten customer response times and increase agent self-esteem. Intelecom Connect has also been able to offer considerable cost benefits to the organizations in less than a year.

SAS operates three distinct contact centers in Sweden, Denmark and Norway. A reliable method of working across these contact centers was required by SAS. The organization also wanted to offer improved and proficient service to customers in its home sector, the Nordic region.

Intelecom offerings were already being used by the SAS contact center in Sweden. The organization’s contact center in Norway, however, used a different system, which did not offer the flexibility and functionality provided by Intelecom. The contact center in Denmark did not use any system at all. SAS felt the need for a standard solution for Scandinavia, and assessed the market before finalizing on Intelecom.

In a statement, Jeff Markstedt, director, IT/Voice Solutions, SAS Sweden said, “We decided to invest further in Intelecom upgrading and expanding the Connect solution across all three countries to create one single, standardized contact centre. Based on our previous and very positive experience of using Intelecom, we felt confident the technology was user-friendly, had superior functionality and cost-efficiency all rolled into one powerful solution.”

A flexible offering integrating the call center is provided by Connect. Using Connect, all enquires can be administered through the telephone, e-mail or SMS. The highs and lows in call volumes are harmonized by Intelecom Connect, allowing customers to deal with available agents in three countries in an agile manner.

Anders Sonefors, Sales Manager, Intelecom Sweden said, “As one of the most successful and high-profile airline groups in Scandinavia, SAS has built up an enviable reputation for excellence. Intelecom’s cloud-based contact centre technology, Connect, provides the reliability and flexibility to help SAS deliver fast and efficient service to customers whether in Norway, Sweden or Denmark by way of a combined contact centre.”

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