Omnichannel contact center capabilities

jtel Inbound ACD provides powerful, converged omnichannel call center and contact center capabilities. Flexible and customisable, and designed with the user in mind, our ACD is the clear choice for effective customer interaction and conversations, helping your teams to provide enhanced customer service.

Inbound ACD enables flexible agent registration, and can easily be integrated into enterprise business processes, such as data mining tools, CRM and ERP systems via standard open interfaces. It can be accessed from any device with web connectivity – including smartphones and tablet devices.

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Benefits

  • Multi-channel Inbound and Outbound call management

    • Fixed, mobile, email, web, WebRTC, fax
    • Remote registration and central deployment

  • Flexible rules and routing

    • Plan and optimise call distribution based on measured customer experience
    • Full skill-based routing options

  • Integration with Business Processes

    • Add communication capabilities to CRM and ERP tools
    • Create CEBP applications
  • Fully Web-based

    Fully Web-based

    • No client software or integration
    • Access from tablets and smartphones as well as the desktop

Features

  • Full statistics and reporting
  • Measure and optimise customer experience
  • Multi-client capability
  • IP and TDM connectivity
  • Live display of status for supervisor reporting
  • Active queue management
  • Unlimited number of agents and groups
  • Flexible skill definition
  • Customisable routing logic
  • Comprehensive, flexible rule options
  • Virtual or on-premises options
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