Plano, TX and Maidenhead, England, September 28, 2016 – GENBAND ™ , a leading provider of real-time communications solutions today announced that Intelecom, a leading provider of cloud-based contact center solutions, is leveraging GENBAND’s WebRTC Gateway (formerly SPiDR) to enhance its flagship “Contact Centre” solution with real-time communications. The new capabilities allow agents to interact with customers in context, helping to streamline service delivery.

“Our customers turn to us for streamlined contact center 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 personalized, 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.”

Key takeaways:

• Intelecom has selected GENBAND’s Web RTC gateway to enhance its flagship Contact Centre solution with embedded real-time communications capabilities that deliver a superior customer experience.
• GENBAND’s WebRTC Gateway provides an intelligent bridge between traditional VoIP networks and the open ecosystem of the Internet, enabling the deployment of applications leveraging rich communications services including voice, video, presence, and messaging.

About Intelecom

Intelecom is a leading provider of contact centre solutions. With over 17 years’ experience, Intelecom was one of the first to develop a cloud-based contact centre. Highly flexible and scalable, Intelecom can be adapted to accommodate from one to several thousand concurrent agents using any device, in any location and integrates with multiple applications seamlessly.