Stadt Viersen
Success Story: Stadt Viersen
Published November 20, 2018
Citizen service: powerful ACD system with workstation for visually impaired employees
Public sector
Success Story: Public service, citizen service, powerful ACD system with workstation for visually impaired employees.
Citizen service: powerful ACD system with workstation for visually impaired employees
Excellent Service Strategies for Stadt Viersen
Overview
Public authorities have special obligations and challenges together with all stakeholders. Service centres are an essential part of communication with citizens.
Challenge
Stadt Viersen needed to replace its existing call management solution quickly. The special needs of visually impaired employees had to be taken into account.
Solution
The jtel team worked really closely with us to understand our needs.
jtel Industry Solutions for Stadt Viersen
Efficient citizen service is a very important concern for many local authorities. Although e-government initiatives can increase the proportion of self-services, citizens still want to have personal contact. The town of Viersen was looking for a solution for its citizen service that could connect to existing systems and also offer a workstation for the visually impaired.
The core of the overall solution is the jtel system, connected to an Innovaphone PBX via SIP trunk. Innovaphone provides the entire voice infrastructure for all of the city’s employees, while jtel carries out the intelligent routing and distribution to suitable employees in the citizen service centre. In addition, a special version of the jtel agent client ‘AgentHome’ was developed in conjunction with Braille keyboards and screen readers.
The jtel team worked really closely with us to understand our needs. – Timo Pschibil, Stadt Viersen