Digital process transformation is on everyone’s lips – connecting different systems to enable efficient data exchange and create more effective, automated workflows. The contact center is of central importance. It must be able to easily share data and connect to any relevant platform, across different domains. Find out more about the jtel approach to digital process transformation.

What does digital transformation mean for you?

“Digital process transformation”. A term that is widely used and equally widely interpreted. Basically it’s about two things. First, it’s about transforming manual processes into ones that can be automated or delivered through software with a user interface. Second, it’s about connecting different systems so you can share data (and insights) to enable optimized workflows and business processes.

Put like that, it sounds relatively simple – and to a certain extent it can be. We all use different solutions for different tasks – MS365 and Teams, a CRM, an invoicing and finance tool, a phone system, and so on. All of these systems contain data that, ideally, is brought together.

Digital transformation is already well underway, and many companies have already made significant progress in eliminating the efficiency problems that arise from managing disparate, disconnected software systems.

Why does the contact center need to be the focus?

The contact center is often the primary vehicle for handling customer inquiries and providing support. Valuable information such as records of customer interactions are stored in this system. This valuable information can be used to measure performance and set new standards.

So, as you might expect, we’ve invested in providing a range of standard integrations with common business applications that reflect the tools companies use to manage various processes. These include, among others:

• MS365 and Teams
• SAP
• Salesforce.com
• WhatsApp

Adaptation to specialized vertical software solutions

As we operate across different industries and sectors, we have come across a variety of different operational systems, often performing specific or even unique tasks for a particular industry. In fact, more and more such solutions are coming onto the market – it can be difficult for both you and us to keep track.

We therefore work closely with our customers to enable and ensure appropriate data integration. A typical use case would be the integration of the jtel system into the core MS platform. Or if the jtel system should retrieve data from the existing SAP system to make intelligent routing decisions.

The jtel approach – flexibility for your company

Flexibility is key here, so we ensure our APIs are easy to use and are constantly adding more integrations to our library. One result of this is our business intelligence or reporting module.

This provides a variety of actionable insights and is widely used by our customers and partners. This can be used to facilitate planning and workforce management as you can use real data about call activity to make more effective resource provisioning and capacity planning based on historical records. This helps you maintain and manage KPIs efficiently with up-to-date data submission.

This tool can be used alongside other specific integrations and provides a central archive of important data that you can query on demand. The core idea is that transformation projects take time, consume resources and can progress at different speeds. Our team will help you get to your destination at your own pace.

What’s important is that you can take a step-by-step approach so you can integrate what you need, easily share insights, and pave the way for a more comprehensive process and workflow in the future.

It’s all part of the jtel approach, which is based on understanding your business and your needs – and ensuring you have the right solution when you need it. We like to think of our software as a Swiss army knife for integrating the contact center into your business processes. The likelihood that we can also integrate your applications with our generic APIs is very high.