Manchester, M23 9XD,
United Kingdom
Intelling Group Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by Intelling Group and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 989 Intelling Group employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Intelling Group has purchased the following applications: Connex One Workforce Optimisation for Workforce Management in 2020, Microsoft 365 for Collaboration in 2018, Mitel MiContact Center Business for Call Center in 2015 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Intelling Group is running and its propensity to invest more and deepen its relationship with Connex One , Microsoft , Mitel or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Intelling Group revenues, which have grown to $47.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Intelling Group intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Connex One | Legacy | Connex One Workforce Optimisation | Workforce Management | HCM | n/a | 2020 | 2021 |
In 2020 Intelling Group implemented Connex One Workforce Optimisation, deploying a Workforce Management application to support its contact centre operations. The implementation was positioned as a cloud centric, omnichannel integrated platform that consolidated outbound and inbound activities and additional technology modules across the business.
Connex One Workforce Optimisation was configured to deliver omnichannel routing, gamification modules, quality monitoring, AI driven sentiment analysis, and real time management information. The platform’s gamification capability was configured as a balanced scorecard to reward multiple metrics rather than a single KPI, and quality and AI capabilities were used to surface training and coaching insights for advisors.
Operational integration included feedthrough to Intelling’s data warehouse, end to end reporting, and Connex One quality modules, enabling campaign scripts to drive processes from data ingestion to quality assurance. The single solution approach supported rapid campaign provisioning, with the team able to spin up campaigns in less than 48 hours and push scripts and performance data through reporting and quality workflows.
Governance and operational coverage centered on real time reporting as the primary operational control for support and client teams, and training and learning and development used AI insights to iterate coaching and process changes. The cloud deployment provided scalability and resilience, enabling almost no downtime for 700 people and a near seamless transition to remote working, and it supported geographic growth into South Africa while continuing iterative innovation with Connex One Workforce Optimisation.
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Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Microsoft | Legacy | Microsoft 365 | Collaboration | Collaboration | n/a | 2018 | 2018 |
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PBX, VoiP and Phone Systems | Collaboration |
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2015 | 2015 |
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PBX, VoiP and Phone Systems | Collaboration |
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2020 | 2020 |
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Survey and Questionnaire | Collaboration |
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2020 | 2020 |
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CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Mitel | Legacy | Mitel MiContact Center Business | Call Center | CRM | n/a | 2015 | 2015 |
In 2015, Intelling Group implemented Mitel MiContact Center Business to provision outbound and blended campaign operations for a startup outsourced contact center supporting client telesales programs. The Call Center deployment began with a 12 agent operation and a brief to scale rapidly while enabling campaign-level contact strategy and client-specific reporting.
A Mitel partner and the vendor worked with Intelling to deliver MiVoice Office 250 alongside MiContact Center Office components, Mitel Communication Service for Phone Manager, and MiContact Center Campaign Manager to manage outbound campaigns and to blend inbound calls into the same campaign. Configuration included campaign-level outbound dialing controls, the ability to specify outgoing caller ID per client campaign to represent each client brand, and continuous call recording for quality control. The Mitel MiContact Center Business configuration also supported browser screen-pop integration to surface a custom designed agent script at call initiation.
Intelling Group supplied the on-premises servers required to host MiContact Center Office CSM and MCS, establishing a co-managed hosting model where telephony and dialer technology were provided by the vendor and infrastructure was supplied by the customer IT team. Integrations were centered on browser-based screen-pop for agent scripting and telephony services orchestrated by Campaign Manager to centralize campaign rules, contact strategies, and reporting per client. The implementation served Intelling Group’s United Kingdom contact center operation.
Operational governance emphasized campaign-level rule sets and blended queue workflows so agents could switch between outbound telesales activity and inbound contacts routed into the same campaign. The vendor worked with Intelling to align outgoing caller identity, call recording, and campaign reporting to reflect each client brand.
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Customer Engagement | CRM |
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2020 | 2021 |
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Customer Experience | CRM |
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2015 | 2015 |
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ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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IT Service Management | ITSM |
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2016 | 2016 |
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IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Hosting and Computing Services | IaaS |
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2017 | 2017 |
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Application Hosting and Computing Services | IaaS |
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2020 | 2020 |
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Content Delivery Network | IaaS |
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2019 | 2019 |
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