Increase employee availability across multiple infrastructures and channels, regardless of their location. Offer seamless integration with Microsoft Teams.
MS© Teams Integration Features
Perfect Customer Service with jtel’s APIs Process Integration MS© Teams
MS Teams© as a Client in the Contact Center
More and more organisations are using Microsoft and deciding that Teams should also be used for voice communication. But how can it be ensured that Teams works in the contact centre? The routing capabilities of Teams are even more modest than those of a normal PBX. With jtel, however, you have the option of sophisticated routing and sound reporting – both basic requirements for an efficient service centre. Thanks to its web architecture, jtel can be easily integrated into Teams as an app – ideal for agents who love Teams.
Status aggregation with Microsoft 365© and platform neutrality
jtel systems are connected via SIP trunk. It doesn’t matter whether you prefer a classic PBX or an SBC. SIP makes it possible. If Teams is used as a voice client in the contact centre, the jtel system is connected via SIP protocol. Both Microsoft and the jtel system are behind the SBC. Calls for the service centre are filtered in the SBC for this route and forwarded to jtel. The routing decision is made here. The status information is provided via Microsoft Graph API. Hybrid operation with PBXs is even possible at the same time – jtel controls the status aggregation via the Teams connector.
jtel Multichannel Contact Center Software
Advantages of MS Teams© Integration
Higher Employee Satisfaction
- MS Teams as a telephone for office telephony and contact centers
- The user remains in the usual MS Teams environment, no need to get used to it
- Powerful, seamless integration with Microsoft collaboration tools
- Central management of the presence status via the integration of MS Teams profiles in the jtel ACD
Optimize service processes
- Unified Communications, enables multichannel communication via one platform
- Real-time collaboration, instant communication and information sharing with colleagues and customers
- Direct and group chats, offers quick answers and information comparison
- Integration of jtel apps and services, whereby the jtel ACD is seamlessly integrated into the platform
Cost Savings
- Simplifying infrastructure through an integrated platform
- Continued use of the jtel Contact Center is also possible when migrating to and from MS Teams
- Increased efficiency by automating routine tasks and accelerating work processes
- Scalability through easier adaptation to company size and needs without additional hardware
- SBC connection possible
- Mobile phone use possible
jtel Multichannel Contact Center Software
Features MS© Teams integration
Advanced contact center features in MS Teams
Aggregated presence status
ACD client integrated into the Teams client
Manage individual and ACD status
Migrate to and from MS Teams at your own pace
Easy to use
Engage in dialogue with jtel
We show you how to optimise your customer service with jtel.
Simply fill in the form below and our experts will be there for you.