How the call centre industry can benefit from #Cloud Computing

Our participation in CallCenterWorld that took place in Berlin this March allowed us to demonstrate the advantages for call centres of moving to the cloud. By moving away from the traditional PBX-based approach to phone systems and implementing a software-only design, call centres, service providers, and other businesses can benefit immediately from a flexible, scalable, and cost efficient call system – no CAPEX required.

JTEL is leading the way in offering call centre and service providers a range of flexible, reliable real-time voice and call routing services from the cloud. We call it “8-Cloud”. By using a completely web-based virtual infrastructure it is possible to configure and control call routing options and other functions such as IVR and speech recognition, text to speech, and conferencing; all via a web-browser and without expensive investment costs.

The way in which we integrate our customers to the JTEL cloud offers them a host of advantages. We simply set up call forwarding to the JTEL cloud by SIP from the local PBX system or directly from the carrier – no additional infrastructure is necessary. Calls are processed and decisions are made based on the settings established in the online admin web application which can be reached by agents using a browser. Simple.

The advantages of our 8-Cloud applications are clear:

• Scalability and flexibility;
• Clear cost reduction – no CAPEX;
• No infrastructure maintenance costs;
• Pay per use;
• Competitive costs for fall back solutions, or capacity increase for peak services.

Why not get in touch with us and find out more?

The Business Benefits of Cloud-based Call Centers

There is considerable hype surrounding the cloud and each week a new forecast is released that highlights the growing trend towards adoption of and migration towards cloud services. In addition, it seems that every analyst and vendor has an opinion over the best approach.

But before even considering migrating services such as call centers to the cloud, we should ensure that the business benefits of doing so are clearly identified. In addition to practical benefits, there should be clear financial returns.

Recent analysis by the Aberdeen Group suggests that there are, not only clear financial benefits, but also that they may be significant. A key challenge confronting call center owners and providers is that of costs. Increasing operational costs significantly impact an organisation’s ability to deliver superior customer service. According to surveys conducted by Aberdeen, cloud-based call centers experience 27% lower annual operating costs when compared to traditional, on-premises solutions.

That’s a significant difference and it suggests a clear financial benefit for migrating call centers to the cloud. However, while that’s attractive, we must also consider the fact that migration itself has challenges and costs. Organisations have existing investments, infrastructure and so on: sometimes change can be disruptive, if not properly planned and executed.

Cloud isn’t necessarily the best answer for everyone, at least not yet. Different approaches have their advantages – a pure on-premises model in some cases, a hybrid approach or a pure-play cloud option in others. Despite some clear business benefits, it’s not always easy to make the right choice.

That’s where we can help. While we understand the benefits of the cloud, we are not dogmatic about it. We also understand how our customers have the need to maximise the ROI of existing investment in infrastructure. We recognise that they might need solutions that offer elastic performance capabilities – meaning that they might leverage an existing solution but call upon additional resources from the cloud to cope with seasonal or fluctuating demand. Yes, migrating to the cloud – or extending existing infrastructure with cloud solutions – may offer significant benefits to your business, but we will help you make the right choice and evolution plan for you.

We offer both the applications to deliver the right solution for your business and the expertise to help you choose the best option for you through a consultative approach. Why not talk to JTel and see how we can help you choose the call center that suits you or help evolve your existing solution?

Smarter Digital Recording

Voice recording has been important for many enterprises for a number of years. As more and more customer enquiries have been dealt with by telephone calls, it’s been essential to record these in order to maintain quality and provide training for new agents. Call centers depend on reliable, scalable digital recording solutions to provide a record of transactions and customer interaction.

But as communication channels, have broadened to encompass email, fax and now WebRTC, it’s been equally important to capture these too. In certain industries, it’s become mandatory, particularly where financial transactions are involved. The recording becomes a copy of the transaction and an important reference should anything need to be checked.

But there’s much more to recording than that. Thanks to advances in analytic software processing engines, the information captured can provide key insights into service delivery and deliver metrics on which to judge performance. Clearly, manual sorting of recordings is not feasible but specialist software can perform these tasks automatically.

With these capabilities, organisations can more efficiently optimise their performance. They can report on campaigns and provide valuable insights to ensure more effective performance in the future. Speech Analytics enables ‘searchability’, uncovering hidden information in conversations that can be used to learn more about what customers want, their concerns and their needs.

The same tools enable highly granular reporting on agent performance, enabling more effective service in the future and better motivation for employees, set against realistic KPIs. Voice recording has got much smarter – why not find out how the new generation of solutions, led by 8-Record can add value to your business?

Contact jtel now to learn more.

From Silos to a Converged Enterprise – Why CEBPs Matter

Every organisation runs a set of different applications to manage communications, customer data, accounts, processes and so on. Typically, these applications and services exist as silos and lack the co-ordination to enable the sharing and cross-coordination that is required. But increasingly, organisations need to share this information and to ensure it is accessible across systems.

Thanks to the advent of Communications Enhanced Business Processes, or CEBP for short, this kind of integration and sharing of resources and data across different systems can now be achieved. Simple API connectors enable common enterprise resources to communicate, with the result that information can be shared and made available to employees across locations and systems.

As communications is fundamental to the success of organisations, it makes sense to put all communications channels at the heart of these enterprise applications. That’s why all of jtel’s solutions come ready equipped with APIs that enable connectivity and integration with third party applications. This means, for example, that agents in a call center might have access to customer data from several disparate systems, or participants in a conference call might simultaneously have access to relevant project data, with a view customised to suit the device they are using.

CEBPs have the potential to dramatically enhance organisational efficiency. By ensuring that relevant information is readily accessible, depending on context, employees can service their customers more effectively and efficiently. Depending on the department concerned, this can be realised, for example, by reducing conversational time while increasing the chances of converting customers.

Removing silos will lead to the integrated organisation. Why not find out how jtel’s solutions can help solve communications challenges while ensuring greater efficiency and integration between enterprise applications and services? Call us and learn how CEPB can benefit your organisation.

Cross Channel Delivery in the Call Center

When a customer is browsing a company website and choosing which products to buy, they sometimes need a little help. It’s a surprising fact that the majority of customers load up their online shopping baskets and then do not proceed to checkout. Research suggests that more than 67% of customers show an interest in products but do not actually buy them.

For online retailers and e-commerce in general, this is a significant problem. They need to be able to increase conversion rates and smooth the buying process. As we said, sometimes customers need a little help.

It’s rather like being in a real shop – an assistant may be available to answer questions, provide advice and to discuss the products in which the customer has shown an interest. What online retailers and e-commerce merchants need is a way to engage more in the buying process and to provide a means to deliver virtual assistants so that customers can be given the advice and nurturing they need in order to purchase a product, particularly higher value ones.

That’s where WebRTC comes in. It’s a simple way to enable communication from within a browser session. So, for example, an online shopper might be considering a purchase but just needs some help. If there’s a click-to-call button carefully displayed on the website, they might be encouraged to use it and to be connected through their browser to an agent in a call center, who can then assist with any questions and hopefully help the customer to complete the transaction.

But there’s more. Using analytics, WebRTC can also facilitate the transfer of information from the customer’s browser to the agent, so that they will know what the customer has been looking at, what they have added to the shopping basket and so on. In other words, the agent will be armed with information regarding the customer’s buying intentions and will be equipped to offer immediate help.

Just think – increasing conversion rates by even small fraction can have a significant impact on sales. Anyone with an online boutique or online sales channel needs to consider how they can integrate the web more effectively into their traditional retail channels, such as the call center. That’s where we can help. Our technology enables organisations to extend the reach of their call center into the online world with full WebRTC capabilities.

If you want to make the most of your online and call center assets, you need to talk to us to find out how. Small details can make a big impact and we have the expertise to make that happen.