In a world of social media, viral content and instant communications, good and bad news spread fast. That’s why it’s important for organizations to put the right resources and effort into improving their contact centers – the first line of contact with existing and potential customers. As the world continues to grow toward Internet connectivity, websites become an add-on to contact centers. Live chat is just one way to serve website visitors with the information they need right when they want it. WebRTC, a technology enabling real-time communications over the browser, extends the possibilities of communication right from a website.
WebRTC will play a huge role in the future of contact centers as companies look to streamline the way they interact with customers. If transactions start on the Web, why are people picking up a handset to call customer service? The contact center needs to evolve, especially with the growth of big data. Real-time analysis allows customers to get target communications when they reach the contact center. With WebRTC, organizations have the ability to blend the website and the contact center.
jtel GmbH, a provider of telecommunication solutions, is partnering with ICCC, a provider of IP and unified communications solutions, to deliver its ACD and call center solutions to customers in the Nordic Region. jtel and ICCC are enabling customers to leverage enhanced connectivity, virtualization and cloud-based deployments.
“Everyone knows the benefits that call and contact centers bring to enterprises and service providers, but the current generation is past its sell by date. Our customers need agile innovation that enables them to customize solutions to their specific needs and complement other delivery channels. They want flexibility in terms of deployments – cloud or hybridized and they recognize the value that WebRTC is going to deliver,” said Leif Rasmussen, managing director of ICCC, in a statement. “We need a partner that can deliver this innovation to fuel the needs of our customers and ensure they deliver the best service to their callers. jtel has everything we need to meet that goal.”
jtel’s ACD solutions are completely browser-based and don’t require any downloads. Administration, supervisor monitoring and agent access can all be achieved via the 8-ACD, which enables efficient call distribution in call and contact centers for organizations of any size. It also offers an ACD application for carriers, which combines traditional telephony and VoIP in a unified solution and is not dependent on legacy PBX features.
The company’s Call Center in a Box solution enables companies to get a contact center up and running quickly and efficiently, and includes ACD, IVR, server, integrated PBX and call routing, FreeSWITCH, call recording and CEBP connector via SOAP API functionality. The solution also supports WebRTC, enabling click-to-call and browser-to-browser communication from any device with a browser.
“We’re already seeing how our customers want more and more flexibility in how they meet customer requirements. That kind of flexibility is just too difficult to obtain from legacy or monolithic solutions,” said Lewis Graham, CEO of jtel. “That’s why we’re experiencing unprecedented demand for our solutions and our partnership with local experts ICCC will ensure we can deliver to even more organizations.”
Edited by
Cassandra Tucker
