jtel’s solutions can be easily integrated into any company’s business process via APIs (interfaces). jtel offers pre-built integrations for many common software solutions while also enabling customized connection to third-party platforms
Workflow Process Integration Features
Perfect customer service with jtel’s workflow process integration
jtel standard business process integration
CRM systems such as Salesforce or Microsoft Dynamics 365 are widely used and popular. This makes it all the more important that an open contact centre platform such as jtel can be seamlessly integrated into them – with the aim of achieving optimum routing results and automating recurring process steps such as entering call data into the call log. Best practice on board – and yet open to customisation. That is jtel.
Customised integration
jtel’s solutions can be easily integrated into any company’s business process via APIs (interfaces). This allows a wide range of possible actions, which can also be extended to third-party platforms. Data exchange means that processes are updated and harmonised to ensure accurate data records and effective information management.
Request information about jtel’s workflow process integration now
jtel Multichannel Contact Center Software
Advantages of Workflow Process Integration
Higher Customer Satisfaction
- Customers can be served faster
- Forwarding is avoided by routing to relevant processors
- Reduced waiting times
- Customer concerns are presented to the processor when they call
Higher Employee Satisfaction
- There is no need for time-consuming data record searches
- More competent appearance by presenting relevant database
- Faster Processing
- Elimination of repetitive, boring work steps
Optimisation of Service Processes
- Control of routing according to business process
- Acceleration of Processes
- Use of existing data in customer dialogue
- Reduction of the error rate
- Consistent maintenance of data records
- Automation of recurring process steps
Cost Savings
- Increasing the degree of automation
- Acceleration of processes
- Use of existing historical data for resource planning
jtel Multichannel Contact Center Software
Features workflow process integration
Business Case Routing
Caller ID matching
Connection of backend applications via REST and other APIs
Cascading REST queries to provide necessary information in detail
Integration of routing objects in the graphical callflow designer
.exe call at the agent workstation
Connection of several systems possible at the same time
Outgoing CTI: Click-to-dial from the relevant application
Enables last agent routing over any channel
Client (agent workstation) based URI handler, for example for tel: or sip: URLs
VIP routing
Server-based REST or SOAP interface to initiate an outbound call
SLA - Routing
Automatic writing of various call data to the backend system
Automatic query of callers for relevant information, e.g. order or ticket number
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