Workflow process integration

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.

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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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