Trends, Best Practices & AI
Explore contact center trends, AI innovations, and best practices to improve your customer service strategy.
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58 blogs found
Blog September 14, 2026 · 4 min read
Cloud, on-premises or hybrid? The right contact center software for your business
Cloud, on-premises and hybrid deployments each have different strengths. The right choice depends on IT strategy, data protection, integration and growth.
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Blog July 30, 2026 · 5 min read
Voice bot or chatbot: which AI solution is right for your customer service?
Voice bots and chatbots automate customer service across different channels. The deciding factors are the use case, customer needs and integration with existing systems.
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Events May 12, 2026 · 2 min read
jtel Build The Bot Days 2026
jtel is launching its third Build The Bot Days hackathon, where five customers will turn practical service ideas into working chat and voice bots.
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Blog January 28, 2026 · 2 min read
The Future of Customer Service Up Close – jtel at CCW 2026
At CCW 2026, jtel and its partners will show how automation, AI and human customer service can work together effectively.
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Events December 4, 2025 · 6 min read
"The device does what it’s supposed to!" jtel Build The Bot Days 2025 – Second edition of the popular hackathon as part of the jtel User Group.
Five teams, two days, and AI bots ready for deployment: At jtel Build The Bot Days 2025 in Ottobrunn, participants developed practical chat and voice bot solutions for customer service. Discover how the teams automated service processes, integrated existing systems, and helped Landwirtschaftsverlag take first place.
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Events November 26, 2025 · 4 min read
The Jury – jtel Build The Bot Days 2025
Three distinguished experts assess the bots using clear criteria – from meeting the requirements to the business case.
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Events June 23, 2025 · 1 min read
jtel Build The Bot Days 2025
Building AI bots for customer service: At jtel Build The Bot Days on November 26–27, 2025, in Ottobrunn, five customers will turn their ideas into practical solutions. With support from the jtel development team, they will create chat and voice bots to reduce everyday service workloads.
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Blog April 16, 2025 · 2 min read
jtel AI Pipeline – Choose the AI that benefits your business!
The jtel AI Pipeline focuses on tried-and-tested AI applications that support employees, accelerate processes and deliver measurable time and cost savings.
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Events February 5, 2025 · 1 min read
jtel Build The Bot Days 2024: The results
From idea to working bot: At jtel Build The Bot Days 2024, five customers developed their own chat and voice bot solutions in just two days. Explore the results from Ottobrunn and discover the customer service bots created using the jtel platform with support from our experts.
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Blog February 4, 2025 · 2 min read
AI news – RAG Bot
RAG bots connect large language models with company knowledge to deliver more accurate, up-to-date and context-specific answers.
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Events January 28, 2025 · 2 min read
Good friends and lots of new things at CCW 2025
AI and automation for customer service: At CCW 2025, jtel joins Ender Turing, onsoft Technologies, and SIEVERS Group to showcase intelligent solutions. Discover chat bots, voice bots, and RAG bots alongside quality management and call recording tools designed to support your service teams.
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Blog December 5, 2024 · 2 min read
Tafel 2024
jtel supports Tafel, which rescues food and helps up to two million socially and economically disadvantaged people every year.
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Events November 27, 2024 · 3 min read
jtel Build The Bot Days 2024: an Overview
Five teams, two days, and practical ideas for customer service: At the first jtel Build The Bot Days 2024 in Ottobrunn, companies developed their own chat and voice bot solutions. Our recap explores how collaboration, creativity, and technical support brought real-world bot projects to life.
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Events November 21, 2024 · 1 min read
The Jury – jtel Build The Bot Days 2024
Three industry experts evaluate the bot solutions at jtel Build The Bot Days 2024: Martin Bürstenbinder, Olena Iosifova, and Markus Kugler. Meet the independent jury bringing together experience in telecommunications, AI research, and contact center management.
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Blog November 11, 2024 · 1 min read
Build The Bot Days 2024 – Infographic
jtel Build The Bot Days 2024 at a glance: Our infographic brings together the key information about the upcoming event. Get a quick overview and discover what participants can look forward to.
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Events November 11, 2024 · 2 min read
Survival of the Fittest in Weimar!
Containerization and conversational AI take center stage: At the VAF technical conference in Weimar, jtel joined industry experts to discuss scalable infrastructure and new customer service possibilities. Discover how business data can support AI assistants and bot solutions.
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Blog November 6, 2024 · 1 min read
Get ready for the jtel Build The Bot Days: Innovate, Create and Compete
Turning bot ideas into practical solutions: At jtel Build The Bot Days 2024, customers and partners work together to build their own customer service bots. Discover how prepared infrastructure, speech and AI services, and clearly defined use cases set the stage for the two-day competition.
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Blog September 16, 2024 · 1 min read
Hackathon in Munich
Building bots to support customer service: At the jtel hackathon on November 20–21, 2024, in Ottobrunn near Munich, five customers will bring their bot ideas to life. Supported by the jtel development team, they will create custom chat and voice bot solutions for their own businesses.
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Blog August 1, 2024 · 5 min read
To AI or not to AI – that is the question
A cost calculation shows the volume at which a voice bot becomes more economical than human handling and how much working time can be automated.
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AI & Automation April 25, 2024 · 1 min read
Webinar: Automation and KI with jtel
How can AI support everyday customer service? In jtel’s webinar on April 25, 2024, practical use cases demonstrated how voice bots, chat bots, Live-Agent, and quality management simplify and automate service processes. Live demonstrations and ROI examples highlighted the business value of these solutions.
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Events March 29, 2024 · 1 min read
jtel at the Innovaphone Connect
Meet jtel at innovaphone Connect 2024 on June 13 in Böblingen/Sindelfingen. Discover new developments in data integration, AI, and customer service automation, explore ideas for more productive working, and connect with partners and customers from the innovaphone community.
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Events March 6, 2024 · 1 min read
Looking back on a successful CCW 2024
AI, bots, and automation took center stage at CCW 2024 in Berlin, where jtel showcased practical solutions for more efficient customer service. Explore highlights including multichannel contact centers, voice bots, knowledge bots, and Live-Agent, alongside valuable insights from conversations with customers and partners.
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Blog February 7, 2024 · 3 min read
Automation in customer service
Voice bots, chatbots, process integration and AI automate recurring service tasks and create measurable value without unnecessary technology hype.
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AI & Automation November 6, 2023 · 1 min read
Webcasts on AI and Customer Service
How can voice bots support customer service, and what value do they offer? In their joint webcast, SIEVERS-GROUP and jtel share practical examples of how AI can automate recurring service processes, reduce employee workloads, and improve customer satisfaction, while exploring applications, costs, and benefits.
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Blog October 13, 2023 · 2 min read
AI Shock in Stuttgart (jtel User Group)
Robotic process automation and AI-based customer service took center stage at the jtel Autumn User Group in Stuttgart.
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Blog March 20, 2023 · 1 min read
Ender Turing and jtel have signed a partnership agreement. Performance and quality management with AI speech analysis in the contact center.
AI-powered speech analytics for better contact center quality management: jtel and Ender Turing formalized their partnership at CCW 2023. The solution analyzes calls, chats, and emails to help optimize customer communications and service processes, including for businesses that do not currently use jtel.
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Events March 6, 2023 · 1 min read
We are in! SIEVERS WORLD 2023
Meet jtel at SIEVERS WORLD 2023 in Osnabrück on May 11. Discover how to connect your contact center with CRM systems and Microsoft Teams and use AI in customer service. Explore voice bots, chat bots, AI-powered speech analytics, and quality management.
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Blog February 7, 2023 · 1 min read
jtel Kick-Off 2023
Teamwork and fresh ideas at jtel’s 2023 kick-off in Garmisch-Partenkirchen: Alongside ice stock sport, the team focused on new modules, automation, and contact center process optimization. Discover the topics shaping the roadmap, from speech analytics and quality management to the development of a Task Manager.
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Blog January 30, 2023 · 1 min read
jtel is in the product portfolio of TeleSys Kommunikationstechnik GmbH
TeleSys and jtel combine their contact center expertise: As a Gold Partner, TeleSys has chosen jtel’s flexible solution with Microsoft Teams integration, CRM connectivity, and multiple communication channels. Together, they help businesses prepare their customer service for the future.
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Blog December 1, 2022 · 1 min read
jtel is now the exclusive contact center partner for TELCAT MULTICOM
TELCAT MULTICOM selects jtel as its contact center technology partner and establishes a Gold partnership. Together, the companies offer service organizations across Germany modular solutions with Microsoft Teams integration, PBX independence, and flexible cloud or on-premises deployment.
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Blog November 15, 2022 · 1 min read
jtel and SIEVERS present Customer Service Solutions for Energy Suppliers During the Energy Crisis
How can energy providers handle growing service demand and ease employee workloads? In their joint webcast, jtel and SIEVERS Group explore how intelligent routing, data integration, and chat and voice bots can support customer service during the energy crisis.
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Blog November 15, 2022 · 2 min read
TE-SYSTEMS and jtel enter into a technical partnership. With interop tests for anynode and the jtel system
TE-SYSTEMS and jtel simplify the integration of telephony, Microsoft Teams, and contact center capabilities. Their technical partnership enables straightforward jtel configuration through the anynode SBC wizard. Discover how advanced routing, aggregated presence information, and optional anynode hosting support your communications setup.
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Blog September 9, 2022 · 2 min read
jtel One-Click One-Call – Calls without Media Disruption from the Website
With jtel One-Click One-Call, website visitors can reach your contact center directly from their browser—without entering a phone number or switching channels. Context-based routing, optional video, and screen sharing enable personalized advice and tailored support directly from your website.
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Blog May 30, 2022 · 3 min read
GDPR-compliant opt-in for recording calls
Call recordings support quality and documentation, but in the EU they require active consent and a permissible purpose.
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Blog May 18, 2022 · 1 min read
jtel Academy Training Platform Now Available
The jtel Academy launches as a learning platform for users, customers, and partners. Part of the jtel User Group, it provides knowledge about the jtel platform and supports information sharing. The course offering will expand over time, with online agent training and customer-specific courses planned.
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Blog February 14, 2022 · 2 min read
Accessible Agent Home for Braille readers
jtel Agent Home for Braille enables blind and visually impaired employees to work independently in the contact center. A clear page structure, text-based status information, and customizable keyboard shortcuts make navigation easier with screen readers and Braille displays.
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Blog February 8, 2022 · 2 min read
Shop Cheaply or Shop Sensibly? What is the Right Decision for Your Company?
A low upfront price does not necessarily make a contact center solution cost-effective. Discover how intelligent routing and integration with existing business data can reduce misrouted calls, ease employee workloads, and improve the actual ROI of your investment.
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Blog November 3, 2021 · 3 min read
Report from the User Group Meeting – Data Presentation and Outlook for the Future
Reporting, BI integration, and knowledge sharing took center stage at the second jtel User Group Meeting. Discover how T.D.M. uses custom Jasper reports to present contact center data for different business needs, and explore jtel’s plans for enhanced statistics and community collaboration.
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Blog October 12, 2021 · 5 min read
Eliminating silos in your company
Integrating the contact center, CRM, ERP and communication channels brings isolated data together and makes it available for end-to-end processes.
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Blog August 25, 2021 · 5 min read
Data integration is the key to optimizing business processes
Connecting the contact center to CRM, ERP and other business systems enables automated workflows, better use of data and more informed decisions.
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Blog July 7, 2021 · 2 min read
The jtel User Group – a Community for You
Sharing knowledge to improve customer service: The first jtel User Group meeting brought together more than 40 customers and partners to discuss Microsoft Teams, APIs, and reporting. Explore JobRad’s case study and practical tips to help users customize and optimize their jtel solution.
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Omnichannel January 5, 2021 · 1 min read
jtel with WhatsApp – expansion of the Multichannel contact center features
Extend your omnichannel customer service with WhatsApp: jtel’s integration lets you answer customer questions, provide support, and share product information through the popular messaging platform. Add a communication channel to your contact center that many customers already use in their everyday lives.
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Blog December 17, 2020 · 1 min read
Have you seen the New Version of the jtel Portal?
The jtel Portal 3.22 enhances your contact center with Microsoft Teams and WhatsApp integrations, as well as improved chat features for agents. Discover new file-sharing capabilities—including audio, video, images, and PDFs—and learn how this version supports your omnichannel customer service.
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Blog November 20, 2020 · 2 min read
Join the jtel “Cloud Bubble”.
Cloud, on-premises, or hybrid: Which deployment suits your contact center? Explore jtel’s deployment options and discover how jtel cloud combines flexible customization, integration with existing systems, and the convenience of a hosted SaaS solution.
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Blog October 13, 2020 · 4 min read
jtel with WhatsApp: an integration for customers and service teams
WhatsApp integration adds a familiar messaging channel to jtel, with intelligent routing, parallel chats, reporting and CRM connectivity.
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Blog July 7, 2020 · 5 min read
jtel with Teams: seamless integration with Microsoft Teams
Connecting jtel and Microsoft Teams combines collaboration, presence information and powerful contact center routing for distributed teams.
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Blog December 16, 2019 · 4 min read
Cloud-based call centers have become a market trend
Cloud contact centers are gaining ground over traditional on-premises models through rapid deployment, scalability, flexible subscriptions and reduced operational effort.
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Blog November 5, 2019 · 2 min read
jtel is taking part in the Innovaphone In-house Exhibition 2019 for Partners and End Users
jtel showcases omnichannel contact center solutions at the innovaphone in-house exhibition 2019 in Sindelfingen. Taking place on November 13–14, the event highlights intelligent routing, cloud capabilities, and integration with existing business processes, offering partners and businesses practical insights into delivering connected customer service.
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Blog October 23, 2019 · 4 min read
How can you benefit from connecting your CRM system to the jtel ACD?
Integrating CRM and ACD reduces duplicate data maintenance, improves campaigns and gives employees reliable customer information.
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Blog October 1, 2019 · 4 min read
Customer Knowledge and Technical Development
Let’s explore some of the key criteria and developments that managers need to consider when delivering an improved customer experience in today’s digital, multichannel world?
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Blog July 8, 2019 · 1 min read
Outbound calling made easy with jtel information requirements according to the GDPR
Wie lassen sich Datenschutzinformationen in Outbound-Gespräche integrieren, ohne den Gesprächsfluss zu beeinträchtigen? Erfahren Sie, wie der jtel Outbound Dialler mit einem anpassbaren Compliance-Modul die Erfüllung und Dokumentation der DSGVO-Informationspflichten unterstützt.
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Blog June 4, 2019 · 1 min read
Sales partner training successfully carried out
Practical expertise for effective customer advice and support: jtel’s sales partner training sessions in May 2019 helped participants deepen their knowledge of its contact center software. Service numbers, ACD groups, agents, and call flows took center stage, supported by hands-on exercises for real customer scenarios.
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Intelligent Routing May 1, 2019 · 1 min read
Reverse-skill Routing
jtel’s reverse-skill routing helps allocate customer inquiries according to complexity. Less specialized agents handle simpler tasks, keeping highly skilled colleagues available for more demanding requests. Discover how this extension of skill-based routing improves resource allocation in the contact center and supports more efficient customer service.
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Customer Communication May 1, 2018 · 2 min read
Which communication method satisfies customers?
Whether by phone, email, or chat, customers expect quality service on every channel. Discover how jtel combines cross-channel routing, CRM integration, and detailed reporting to bring relevant information together, simplify inquiry handling, and support a consistent customer experience.
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Blog September 8, 2014 · 4 min read
STARFACE Supports Call Centre Solution from jtel
The jtel-STARFACE interface combines familiar telephony features with advanced multichannel routing and real-time reporting. Automatic synchronization of user and status information helps businesses route inquiries effectively and give employees powerful contact center capabilities within their familiar working environment.
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Blog July 28, 2014 · 6 min read
Multichannel communication in the customer service call center
A modern multichannel ACD brings together inquiries by phone, email, chat and social media, prioritizes them and protects service quality and reputation.
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Blog April 30, 2014 · 3 min read
Who uses a Call Center?
Whether focused on service, sales, support, or outbound calls, call centers connect businesses and public institutions with people. Discover how B2B and B2C requirements differ and why successful solutions address the needs of customers, agents, and administrators alike.
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Blog August 14, 2013 · 4 min read
How customer satisfaction is changing the contact center landscape
Customer experiences affect loyalty and costs. Integrated contact center processes help companies use feedback and continually adapt their services.
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