The provider of cloud-based multichannel contact centre solutions, Intelecom, has introduced its latest set developments which will enhance its current strategy of placing information security management and quality at the top of its priority list.

The new security features build additional resilience into the contact centre environment with the introduction of two-factor authentication and an IP address whitelist for logon. In addition, the new Web Chat functionality underlines Intelecom’s ongoing commitment to improving real-time interactions for next generation customer service.

Intelecom’s product manager, Christian Thorsrud said: “The evolution towards cloud technology and the rising popularity of instant communications channels such as Web Chat places greater emphasis on security and real-time response within contact centres today.

He continued: “With our latest Chat innovation users have a short cut into the correct department to handle their enquiry, to reduce time and improve customer service.  When combined with enhanced levels of security, organisations everywhere can be confident their conversations and client data are kept protected at all times, whatever the preferred method of customer interaction.”

Regarding security, users can enter their password and automatically receive an email or SMS text message providing a second password – making it difficult for others to share or steal passwords and effectively doubling the security around the log-in process.

With heavy investment in its Web Chat and real-time channels, the group has incorporated a ‘drop-down list’ in the Chat form, enabling customers to determine which department their Chat enquiry should be directed to by simply clicking on a department via the drop-down screen menu.