Integrating jtel and Microsoft Teams improves collaboration, availability, and customer and employee satisfaction. It supports employees in the office, at home and on the move.
Teams is a powerful collaboration tool, but on its own it does not offer all the routing and multichannel functions of a modern contact center. Manually maintained presence information can also be inaccurate.
Combining contact center functions and collaboration
jtel extends Teams with complex routing, multichannel processing and a graphical workflow editor. Employees can choose the device, interface and channel through which they receive contacts.
An aggregated presence view helps prevent a Teams call from interrupting an ongoing contact center interaction, or vice versa. Status information can be managed manually or automatically.
Flexible migration and deployment
The solution can be introduced gradually and alongside existing systems. It works with an existing telephone system or as a standalone connection to the public telephone network.
Wallboards and statistics give management an up-to-date overview of customer service. At the same time, the organization retains control over presence, devices, channels and the operating model.