Innovaphone Call Center – powerful new integration with jtel’s ACD / IVR systems
Innovaphone’s advanced PBX solution is now available with jtel’s Call Center Solution, offering even more powerful multi-channel functions, live reporting features and deeper process integration opportunities.
Munich / Sindelfingen, 18.5.2015 – jtel’s Call Center and Helpdesk Solution offers smooth integration with the innovaphone PBX
Lars Dietrichkeit, innovaphone
Helpdesk, Customer Service and Contact Center
Delivering customer service alongside increasingly diverse functions in telephony services can be a complex task for many companies. “The collaboration between jtel and innovaphone delivers powerful process integration to allow customers to easily administer complex telephony and customer service procedures from a central location“, says Lars Dietrichkeit, Head of Business Development at innovaphone.
jtel excels at flexibility and adaptability, and has vast experience. As a result, customers can not only benefit from a classic ACD, but also from the integration of additional communication channels, such as e-mail and fax. “Today, it’s not enough to just offer a comprehensive platform that supports all communication processes; solutions must also have the flexibility to ensure that installation and set up costs are kept as low as possible. This means that customers save money – and the same flexibility means that they can make their own customisation directly on the live platform”, commented Björn von Meyenn, Sales Director of jtel GmbH.
The interface
The jtel-innovaphone connector is used to connect the systems and enables common configuration data to be used for each. In addition, status information is exchanged between the systems so that the jtel ACD and IVR solutions have constant, real-time access to the current status of call center agents.
Users are entered, amended and deleted within the innovaphone system and the information is automatically transferred to the jtel system through a live connector. Users can subscribe to the innovaphone PBX to obtain information on the number that has just called them, to manage their availability, monitor voicemail, and much more. Agents can also use the feature-packed innovaphone MyPBX-Client, which enables web access, for example, through WebRTC.
Configuration data and information specific to the call center is stored locally within the jtel system. This includes information such as an agent’s skill in agent groups. Default values are used when an assignment is created, but these can be changed ‘on-the-fly’ in the jtel system.
About Jtel
jtel is a specialist company for telecommunications solutions founded in 1997. We deliver high performance and scalable applications and solutions for enterprises, carriers and service providers. More than 200 companies throughout Europe rely on jtel products, and millions of calls are processed by our solutions every day. Our expertise comprises call center solutions, ACD, dialler, voice recording, conferencing and IVR systems.
All of our solutions have graphical service creation environments and are easily extended and customised. jtel has offered solutions that are compatible with any PBX for more than 17 years. Our customers not only have special requirements for our products, but also draw upon the expertise of the whole jtel organisation. jtel’s solutions deliver outstanding operational and price performance, backed by 24 x 7 x 365 support that provides guaranteed security for our customers, across the most demanding service level agreements.
About innovaphone
Since its establishment in 1997, innovaphone AG has significantly shaped the growth of IP telephony. The company's entrepreneurial spirit and business activity is characterised by the guiding principles of longevity, intrinsic value, stability and continuity. To date, the medium-sized technology company has been completely self-financed with 80 employees. All the innovaphone products originate from the innovaphone development division in Germany. The headquarters are based in Sindelfingen, with additional corporate locations in Austria and Italy.
innovaphone offers IP telephony and comprehensive unified communication solutions under the name “innovaphone PBX“, which are suitable for all business sizes and job specifications.
