PT Intelix Global Crossing: Powering Customer Interactions

Launched in 2001, in the capital city of Jakarta, not far from the beautiful coastline of Indonesia, PT Intelix Global Crossing was born to realize the dream of making local products that can compete with global products in the field of call centers. Intelix’s unique approach to continuous evolution through hard work, innovation, and collaboration has drawn much awareness to the company. Intelix specializes in software development and IT solutions for customer interactive solutions and has partnered with a rich diversity of customers ranging from telecommunication to financial companies to deliver state-of-the-art software and integration solutions customer interactive solutions.

At the core, Intelix is focused on developing both on-premise and cloud-based contact center solutions—contact centers, telesales, telecollection, mobile applications, workforce management, and more—under the eCentriX brand. With its products being used by nearly 90 companies in Indonesia, Intelix has no plans of slowing down. The team believes in continuing its innovation streak and developing solutions that support new technology and customer behavior across all regions in Indonesia. “The technology we build tries to understand the conditions of the community and provide solutions that make the existing process efficient and effective,” says Wayan Eka Nugraha, CEO, PT Intelix Global Crossing.

Intelix’s contact center solutions comprise e-CentriX Complaint Handling—a system that enables users to not only capture the issues but also standardize and simplify the resolution process for every single issue. The system automates and streamlines processes, which significantly improves customer service, increases client retention, along with reducing the internal cost of issue handling. The company’s collection management system, e-CentriX CMS helps track the payments received and the adjustments that have been made. Users can access all loan and demographic information and can manage multiple loans, all from a single window. For optimizing every phase from the initial campaign strategy to successful closure, cross-selling and up-selling, Intelix brings in its telesales management system—e- CentriX TMS—that effectively integrates sales and telemarketing processes with the e-CentriX Contact Center.

e-CentriX omni-channel Contact Center allows customers to contact the companies through any medium of their choice–voice, e-mail, live-chat, SMS, voicemail or walk-in.

This allows integrating and maintaining service levels across all contact types, and monitor and report on them. Besides, with the rise of social media platforms, companies can unlock numerous opportunities to build broader inroads to new customers and a stronger connection with existing ones through e-CentriX Social Media. To instantly scale up or down to meet customer demands, Intelix’s cloud call center, e-CentriXpress enables enterprises or individuals to rapidly deploy a call center service, which is highly secure, scalable, and based on a pay-per-use model.

Another essential offering in Intelix’s portfolio is its Emergency Call Center technology (112) that has been installed in some cities in Indonesia. In 2017, very few cities in Indonesia had Emergency Call Center services (112). Intelix’s Cloud Call Center solution for Emergency Call Centers is about to change that. Today nearly 40 cities use Intelix services without having to make a large investment. Intelix also provides a mobile application to help teams in the field coordinate with the call center so as to speed up the process of handling complaints. Recently, a mobile application has been launched for the citizen using which they can submit complaints easily, and access knowledge on first aid and other emergency information.

From the quality standpoint, Intelix has ISO 9001 and ISO 27001 certifications to continue to provide the best service to its customers. The company also conducts a biennial event for Customer Experience (CX) Conference alongside sponsoring events like ICCA (Association of Indonesian Contact Centers). “We continue to focus on the contact center area and develop new features that are in line with the conditions of the Indonesian people. In addition, we are also collaborating with other individuals/companies to present new products in the contact center area,” says Agung Susanto, Director, PT Intelix Global Crossing.

The uniqueness of Intelix’s contact center solutions stems from the flexibility and customization they bring to the table. That’s not all; the company draws on its rich experience and expertise to improve the quality of its services and build networks to develop the best solutions. Moving ahead, Intelix continues to meet its target of launching at least one new product in the market, focusing on making products for customer interaction. In 2020, Intelix will launch B to C products for contact centers and advance to build collaboration for new solutions.

For more information please : visit www.intelix.co.id
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