Aculab and Intelecom: Intelecom Customer Contact solution brings operational and business agility to the world’s contact centres Aculab Case Study The challenge Intelecom deploys its cloud-based solution to serve many sectors, including retail, manufacturing, utilities, and business services. The commercial and economic needs of the customers it serves are many and varied, and the demands they place upon Intelecom include the ability to accommodate growth and elastic call volumes, maintain high levels of customer service, and to meet regulatory targets. Intelecom’s technology needs include: ? Automated call routing ? Dialler functions ? IVR and self-service ? PCI compliance and call recording ? Silent monitoring The solution Intelecom uses Aculab’ s telephony software for its cloud-

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