Intelecom and Cloud9 Business Analytics partner to provide cloud-based contact centre services

Cloud-based contact centre service provider Intelecom has announced a new partnership with call recording and quality monitoring software-as-a-service (SaaS) company Cloud9 Business Analytics to provide customers with a fully integrated and secure call recording service.

The integration of Intelecom and Cloud9 products and services meant that an organisation’s contact centre applications, call recording and quality monitoring activities can be entirely managed in the cloud and made available via the internet. In a statement the companies said this would lead to greater resilience and easier retrieval and playback of call recordings.

Adrian Sparks, UK Managing Director of Intelecom said the partnership would provide customers with the confidence that their voice recording service is actually working and the ability to quickly and easily playback calls.

“At the core of the managed service is proactive support for the system which saves time looking for calls which may not even have been recorded because a traditional system wasn’t working at that time,” he said. “Combined Intelecom and Cloud9 Business Analytics product suites give customers the opportunity to work in a way that suits them.”

Sparks added that users do not need to change the way they work as “one time integration in the cloud smoothes the way. Our aim is always to provide a cohesive solution leading to outstanding customer service.” 

This integration in the cloud allows contact centres to pull together the applications required to link to information from different sources providing greater resilience and less dependence on IT departments.