Success Story: GREEN IT

Faster customer contact by integrating the jtel contact center solution into an Innovaphone PBX system

Outstanding service strategies for an IT solutions provider

Overview

GREEN IT is committed to delivering outstanding customer service. This means connecting customers as quickly as possible to the people they want to speak to.

Challenge

GREEN IT grew very quickly. The Innovaphone telephone system met all requirements for many years, but limitations in call distribution became increasingly apparent. The system could distribute calls through hunt groups, which was important, but it did not offer enough flexibility to meet all the requirements that developed over time.

Solution

The jtel solution added an ACD to the telephone system and provided contact center interfaces for users. An IVR was also implemented to ensure calls were routed correctly.

jtel's industry solution for GREEN IT

GREEN IT is an IT solutions provider that stands out from other providers: the company aims to incorporate sustainability into its solutions and services. Alongside these goals, GREEN IT is naturally also committed to delivering outstanding customer service. This means connecting customers as quickly as possible to exactly the people they want to speak to.

The Innovaphone telephone system met all requirements for many years, but limitations in call distribution became increasingly apparent. The system could distribute calls through hunt groups, which was important, but it did not offer enough flexibility to meet all the requirements that developed over time. GREEN IT's IT specialists had an idea: extend the telephone system with a contact center solution. After researching the market and looking for a solution with proven integration capabilities for the Innovaphone telephone system, the team chose jtel to provide comprehensive contact center functionality.

The system was implemented quickly and easily, with GREEN IT acting as the integration partner. GREEN IT's team of experts was surprised by how easily the solution was introduced and how quickly users became familiar with it. The interfaces and portals of the jtel solution proved largely self-explanatory, so very little training was required for the new platform. Speed of implementation is particularly important for any team looking to optimize call handling.