Products · 20 modules

One platform. Three building blocks.

Multichannel communication, open integrations and AI automation — centrally controlled on one platform. Combine exactly what your contact center needs.

08 Platform

07 Integrations

05 AI & Automation

Category Platform · 08 modules

Platform 01 / 08

Channel

Inbound Voice

Routing

Skill- & rule-based routing

Use case

Customer hotlines & service

ACD

Intelligent call distribution for efficient and balanced handling of incoming contacts.

Key benefits

Central omnichannel control

Manage inbound and outbound contacts across channels.Route contacts to suitable agents using skills and rules.

Flexible integration and access

Connect CRM, ERP, and ticketing systems through open APIs.Work in the browser from desktop, tablet, or smartphone.

Measurable service optimization

Actively manage waiting times and workloads.Use statistics and live status for informed decisions.

Features 07

· Flexible skills, rules, and routing logic

· Complete statistics, reports, and live status

· Unlimited agents and groups

· Active queue management

· Multi-tenancy

· IP and TDM connectivity

· Cloud or on-premise deployment

Platform 02 / 08

Channel

Outbound Voice

Dialing Strategy

Efficient Dialing & Contact Strategies

Use Case

Sales & Campaigns

Dialer

The jtel Outbound Dialer automates the process for outbound marketing and sales campaigns in compliance with GDPR regulations.

Key benefits

Higher Employee Satisfaction

Avoid non-productive tasks such as searching for contacts and dialing them manually.Focus on the conversation – not on the surrounding tasks.

Cost Savings

Significantly accelerate dialing processes that would otherwise be triggered manually.Campaign monitoring by supervisors.

Optimized Service Processes

Provide relevant information for the upcoming call.Ensure consistent maintenance of data records.

Features 07

· Automatic follow-ups

· Structured master and sub-campaigns

· Call blending with inbound traffic based on priority

· Business hours and public holidays for time-based control

· Compliance with regulations (GDPR, German Unfair Competition Act)

· Write result codes directly back to the CRM

· Create and manage campaigns in the native CRM system

Platform 03 / 08

Interaction

Voice Self-Service

Dialog Control

Flexible Dialog & Menu Flows

Use Case

Self-Service & Pre-Qualification

IVR

From simple pre-qualification to full self-service with bots and Ai, you can build custom voice dialogues without programming using our graphical call flow editor to tailor your structure.

Key benefits

Complete Customer Interaction Solution

Easy-to-use graphical workflow designer.Versioning system allows changes to be made easily during live operation.

Full Integration with Backend Systems

Standard modules for integrating Jira, Salesforce, SAP, and more.Connect additional CRM, ERP, and ticketing systems via REST APIs or databases.

Modern Technologies

Integration with Azure, ElevenLabs, and additional ASR and TTS services.DTMF control and management of voice prompts.

Features 07

· Standalone operation as an IVR or voice bot

· On-premise or cloud deployment

· Integration with any VoIP/SIP-enabled telephony environment

· Web-based administration with drag-and-drop no-code development

· CRM and ERP integration via standard objects

· REST API for connecting additional systems

· Detailed statistics and real-time reporting

Platform 04 / 08

Technology

Conversational Voice

Speech Processing

Natural Understanding & Speaking

Use Case

Voice Bots & Automation

ASR & TTS

Generate announcements from text in real time — for dynamic content like wait times, order status or personalised greetings, with no studio recordings.

Key benefits

Higher Employee Satisfaction

Create voice prompts quickly and easily using text input.High level of automation for standard requests through voice bots.

Natural Speech

Leading technologies from ElevenLabs and Azure deliver natural, realistic voices.Consistently high speech quality and speech synthesis available at all times.

Low Costs

Caching generated voice prompts reduces ongoing costs.Manual recordings and studio costs are eliminated.

Features 07

· Multilingual support for all common languages

· Natural language understanding with intent recognition and entity extraction

· Fast performance with response times below 200 ms

· Leading technologies from ElevenLabs, Azure, and Whisper (OpenAI)

· On-premise deployment with Aristech TTS and Whisper ASR

· Automatic conversion to audio files and caching

· Ad-hoc creation of voice prompts

Platform 05 / 08

Channel

Digital Communication

Processing

Intelligent Distribution & Handling

Use Case

Customer Service & Communication

E-Mail

Treat emails as a full-fledged channel, automatically routed, prioritized, and handled in the same agent dashboard as all other contacts.

Key benefits

Higher Customer Satisfaction

Email as a key non-voice channel for customer service.Reduce errors through standardized text templates.

Optimized Service Processes

Content-based routing to the most suitable destinations.CRM integration for automatic documentation via REST APIs.

Higher Employee Satisfaction

Fast and convenient responses using text templates in the jtel Client.Full routing capabilities with forwarding to colleagues or groups.

Features 07

· Email as an integrated communication channel

· Content-based routing using keywords

· Integration with the jtel Routing Engine

· Secure connectivity via IMAPS with TLS

· Unlimited number of mailboxes

· No complex mailbox configuration in local email clients

· Monitoring and control by supervisors

Platform 06 / 08

Channel

SMS Communication

Processing

Two-Way Communication & Routing

Use Case

Customer Service & Notifications

SMS

Send and receive text messages for appointment reminders, status updates, and two-way service automatically from within your call flows.

Key benefits

Higher Customer Satisfaction

SMS as an additional, established communication channel for customer service.Direct two-way communication including links and customer replies.

Higher Employee Satisfaction

Handle incoming and outgoing SMS directly in the jtel Client.Respond quickly and conveniently using text templates.

Optimized Service Processes

Intelligently route SMS messages to agents using the jtel Routing Engine.Automatically document SMS conversations in the CRM via REST APIs.

Features 07

· SMS as an integrated communication channel

· Two-way communication for incoming and outgoing SMS

· Integration with the jtel Routing Engine

· Text templates for fast and consistent responses

· Send links and transaction confirmations via SMS

· Automatic storage of SMS conversations in the CRM via REST APIs

· Supervisor monitoring of incoming and outgoing SMS

Platform 07 / 08

Channel

Web Chat

Processing

Real-Time Communication & Routing

Use Case

Customer Service & Consultation

Web Chat

Engage with visitors directly on your website. Web Chat can be combined with AI bots and, when necessary, transfers the conversation to an agent with the full context from the chat.

Key benefits

Higher Customer Satisfaction

Direct real-time communication through your website.Easy access from any web-enabled device.

Higher Employee Satisfaction

Agents can handle multiple chats simultaneously.Fast and consistent responses using predefined text templates.

Optimized Service Processes

Skill-based routing to the best-matched agents.Automatically store chat transcripts in CRM and backend systems.

Features 07

· Web Chat as an integrated communication channel

· Real-time customer communication

· Multiple concurrent chats per agent

· Skill-based routing through the jtel Routing Engine

· Backend integration via REST and other APIs

· Automatic storage of chat transcripts in CRM and backend systems

· Consolidated monitoring and reporting across all communication channels

Platform 08 / 08

Channel

WhatsApp Business

Processing

Messaging & Intelligent Routing

Use Case

Customer Service & Digital Communication

Integrate Whatsapp as a full-fledged service channel with templates, media, and automated workflows routed through the same ACD as your calls.

Key benefits

Higher Customer Satisfaction

Provide customer service through a familiar and widely used messaging channel.Communicate directly via WhatsApp with fast response times.

Higher Employee Satisfaction

Agents can handle multiple WhatsApp conversations simultaneously.Accept and internally forward conversations directly in the jtel Client.

Optimized Service Processes

Skill-based and parameter-based routing to the best-matched agents.Transfer and archive conversations in CRM and ERP systems via REST APIs.

Features 08

· WhatsApp Business as an integrated communication channel

· Multiple concurrent conversations per agent

· Skill-based routing through the jtel Routing Engine

· Automated greeting messages and active queue management

· Storage and archiving of chat transcripts

· CRM and ERP integration via REST APIs

· Detailed monitoring, wallboards, and historical reporting

· Integration of AI chatbots and automated processes via REST APIs

Category Integrations · 07 modules

Integrations 01 / 07

Integration

Microsoft Teams & Contact Center

Connectivity

SIP, SBC & Graph API

Use Case

Unified Communications & Hybrid Operation

MS-Teams

Routing, presence, and collaboration within Microsoft Teams integrated with the jtel platform.

Key benefits

Higher Employee Satisfaction

Use Microsoft Teams for both office telephony and contact center calls.Agents stay in their familiar Teams environment with the integrated jtel Client.

Optimized Service Processes

Aggregate presence and status information from Microsoft Teams in the jtel ACD.Combine powerful ACD routing and reporting with Microsoft Teams.

Flexible Infrastructure

Operate Microsoft Teams and traditional PBX systems in parallel within hybrid environments.Migrate to or from Microsoft Teams at your own pace.

Features 08

· jtel ACD Client integrated directly into Microsoft Teams

· Microsoft Teams as a voice client for the contact center

· SIP-based connectivity via SBC

· Presence and status integration via Microsoft Graph API

· Aggregation of Teams and PBX status information

· Hybrid operation with Microsoft Teams and traditional PBX systems

· Advanced ACD routing and reporting capabilities

· Flexible migration to and from Microsoft Teams

Integrations 02 / 07

Integration

PBX & Contact Center

Connectivity

SIP, SBC & Status Signaling

Use Case

Existing & Hybrid Telephony Infrastructures

PBX Integration

Connect almost any phone system via SIP — PBX-neutral.

Key benefits

Investment Protection

Continue using existing PBX systems and voice infrastructure.Operate the contact center independently of individual PBX vendors and technologies.

Optimized Service Processes

Use employee status information for better routing decisions.Create virtual groups across locations and different PBX systems.

Flexible Infrastructure

Connect traditional PBX systems, cloud PBXs, SBCs, and mixed telephony environments.Modernize existing telephony step by step or migrate to Microsoft Teams.

Features 08

· PBX-neutral integration with virtually all common telephony systems

· RTP and voice connectivity via SIP trunks

· SBC connectivity for flexible voice integration

· Status integration via CSTA, SOAP, TAPI, JTAPI, and other interfaces

· Support for multiple different PBX systems simultaneously

· Integration of on-premise and cloud PBX systems

· UCC integration, for example with Estos or C4B

· Support for home office, softphones, mobile phones, and WebRTC

Integrations 03 / 07

Integration

Workflow & Process Integration

Connectivity

REST, SOAP & Backend Systems

Use Case

Automation & Business Processes

Process Integration

Configurable integration with CRM, ERP, and ticketing systems.

Key benefits

Higher Customer Satisfaction

Serve customers faster and avoid unnecessary transfers.Provide relevant customer and case data directly during the interaction.

Higher Employee Satisfaction

Reduce time-consuming data searches and manual process steps.Automatically provide relevant information at the agent desktop.

Optimized Service Processes

Control routing based on business processes, customer data, and SLA requirements.Automate recurring workflows and write data back consistently to backend systems.

Features 09

· Business-case routing based on existing customer data

· Backend integration via REST, SOAP, and other APIs

· Cascading API requests for complex data requirements

· Routing objects integrated into the graphical Callflow Designer

· Connection to multiple backend systems simultaneously

· Click-to-dial from CRM, ERP, and business applications

· Last-agent, VIP, and SLA-based routing

· Automatic write-back of call and process data to backend systems

· Automatic retrieval of order, ticket, and other case information

Integrations 04 / 07

Integration

RESTful APIs

Connectivity

CRM, ERP & Backend Systems

Use Case

Data Integration & Automation

RESTful API

Build custom integrations and automate workflows.

Key benefits

Higher Customer Satisfaction

Use customer data for faster and more targeted routing decisions.Provide customer requests and relevant information directly with each interaction.

Higher Employee Satisfaction

Avoid time-consuming data searches by automatically providing relevant information.Reduce repetitive manual tasks and shorten processing times.

Optimized Service Processes

Control routing based on business processes and existing backend data.Automate data exchange between jtel and leading CRM, ERP, and business systems.

Features 08

· RESTful APIs for customer-specific integrations

· Connect multiple backend systems simultaneously

· Integration with CRM, ERP, and business applications

· Business-case routing based on existing data

· Last-agent routing across different communication channels

· VIP routing based on customer data

· API requests integrated into the graphical Callflow Designer

· Automated data exchange between jtel and backend systems

Integrations 05 / 07

Integration

Jira & Confluence

Processing

Ticket Routing & Automation

Use Case

Service Desk & Support Processes

Jira & Confluence

Turn customer interactions into trackable issues automatically.

Key benefits

Higher Customer Satisfaction

Serve customers faster by providing relevant tickets directly with each interaction.Enable targeted handling by automatically opening the appropriate ticket or ticket list.

Higher Employee Satisfaction

Avoid time-consuming ticket searches by automatically providing relevant Jira data.Handle requests faster and more effectively with direct access to ticket information.

Optimized Service Processes

Route Jira tickets as media events through the jtel Routing Engine.Automatically create, update, and link tickets to customer interactions.

Features 08

· Jira integration in the graphical jtel Callflow Designer

· Intelligent routing of Jira tickets

· Automatic display of relevant tickets for incoming interactions

· Create and update Jira tickets from customer interactions

· Real-time access to relevant Jira issues

· Capture customer requests directly as Jira issues

· Integration of Jira data and Confluence content

· Combined monitoring and reporting with other communication channels

Integrations 06 / 07

Integration

Salesforce CRM

Processing

Data-Driven Routing & CTI

Use Case

Customer Service, Sales & Processes

Salesforce

Sync customer data, screen-pop and click-to-dial.

Key benefits

Higher Customer Satisfaction

Serve customers faster and provide relevant customer data immediately.Enable targeted handling by automatically opening the appropriate record.

Higher Employee Satisfaction

Avoid time-consuming record searches through automated Salesforce queries.Handle requests faster with direct access to relevant customer and case data.

Optimized Service Processes

Control routing based on customer data, business processes, and SLA requirements.Automatically write call and process data back to Salesforce.

Features 09

· Salesforce integration in the graphical jtel Callflow Designer

· Integration via Salesforce Apex classes

· Business-case and SLA-based routing

· Caller ID matching and automatic record lookup

· Cascading Salesforce queries for complex data requirements

· Click-to-dial directly from Salesforce

· Dialer integration with customer-data validation

· Automatic caller ID adjustment for outbound contacts

· Automatic write-back of call data to Salesforce

Integrations 07 / 07

Integration

SAP C4C & Contact Center

Processing

Data-Driven Routing & CTI

Use Case

Customer Service & Business Processes

SAP

SAP Cloud for Customer for end-to-end service processes.

Key benefits

Higher Customer Satisfaction

Serve customers faster and avoid unnecessary transfers.Provide relevant customer and case data directly with each interaction.

Higher Employee Satisfaction

Avoid time-consuming record searches through automated SAP queries.Handle requests faster with direct access to relevant SAP data.

Optimized Service Processes

Control routing based on business processes, customer data, and SLA requirements.Automate recurring workflows and consistently write call data back to SAP.

Features 09

· SAP C4C integration in the graphical jtel Callflow Designer

· Business-case routing based on existing SAP data

· Caller ID matching and automatic record lookup

· Cascading SAP queries for complex data requirements

· Widget-based integration with SAP C4C

· Click-to-dial directly from SAP applications

· Last-agent, VIP, and SLA-based routing

· Automatic write-back of call data to the SAP backend

· Automatic retrieval of order, ticket, and other case information

Category AI & Automation · 05 modules

AI & Automation 01 / 05

Technology

Conversational AI

Processing

Automated Dialogues & Routing

Use Case

Customer Service, Support & Lead Qualification

Chatbot

Automated responses. Around the clock.

Key benefits

Predictable Costs

Flat-rate licensing with no per-chat or per-interaction charges.Handle unlimited chats without increasing costs per interaction.

24/7 Customer Service

Provide automated customer service around the clock, independent of opening hours and time zones.Answer customer requests directly or route them to the appropriate team.

Optimized Service Processes

Automatically qualify, prioritize, and route requests through the jtel Routing Engine.Connect backend systems and automate recurring workflows.

Features 09

· Chatbot as an integrated communication channel

· Available standalone or integrated into the jtel Suite

· Automated customer service around the clock

· Unlimited concurrent chats without usage-based licensing

· Individual bots for different target groups and business units

· Multilingual conversations and support for different time zones

· Integration with the jtel Routing Engine

· Backend integration via RESTful APIs and other interfaces

· Automatic storage of chat transcripts in backend systems

AI & Automation 02 / 05

Technology

Conversational Voice AI

Processing

Natural Dialogues & Automation

Use Case

Customer Service & Business Processes

Voice Bot

Natural conversations. Smart resolutions.

Key benefits

Predictable Costs

Flat-rate licensing based on concurrent conversations – no per-minute or per-call charges.Scale usage without increasing costs per interaction.

Higher Customer Satisfaction

Enable natural voice conversations without traditional menu structures.Eliminate waiting times and operate multiple voice bots in parallel.

Optimized Business Processes

Integrate CRM, ERP, and other backend systems directly into conversations.Automatically execute actions and processes and write results back to backend systems.

Features 09

· Voice bot as an integrated communication channel

· Available standalone or integrated into the jtel Suite

· Automated customer service around the clock

· Natural voice conversations using ASR, TTS, and AI

· Backend integration via REST and other APIs

· Routing objects integrated into the graphical Callflow Designer

· Integration with the jtel Routing Engine

· Automatic storage of voice bot transcripts in backend systems

· Consolidated monitoring and reporting with other communication channels

AI & Automation 03 / 05

Technology

Retrieval-Augmented Generation

Knowledge Base

Documents, Databases & Websites

Use Case

Chatbots, Voice Bots & Knowledge Access

RAG Bot

Turn your documents into answers.

Key benefits

QMS

Score conversations automatically and drive coaching.

Key benefits

Higher Customer Satisfaction

Continuously analyze customer communication and systematically improve service quality.Identify problems and negative trends early, before they escalate.

Higher Employee Satisfaction

Provide fair evaluations based on all conversations rather than selected samples.Enable personalized coaching, real-time feedback, and individual performance dashboards.

Optimized Quality Assurance

Automatically analyze and evaluate calls, chats, and emails.Automate quality assurance routines and monitor relevant KPIs in real time.

Features 09

· AI-based analysis of calls, chats, and emails

· Automatic transcription and analysis of conversations

· Analysis of up to 100% of customer communication

· Real-time overview of service quality and contact center KPIs

· Automated feedback, notifications, and alerts

· AI-powered coaching and real-time feedback

· Individual agent dashboards and personalized training

· Identification of knowledge and skill gaps

· Automation of quality assurance routines

AI & Automation 05 / 05

Technology

AI Agent Assist

Processing

Real-Time Analysis & Assistance

Use Case

Live Customer Conversations & Agent Support

Live Agent

Seamless handoff from bot to human — with full context.

Key benefits

Real-Time Assistance

Support agents during conversations with relevant hints, information, and recommended actions.Automatically identify important information and provide it directly during the interaction.

Higher Employee Satisfaction

Reduce time spent on searches, documentation, and repetitive tasks.Give agents more time for personal and empathetic customer interaction.

Optimized Service Processes

Retrieve customer data and information from backend systems in real time.Automatically create conversation summaries and transfer them to CRM systems.

Features 08

· Live transcription of customer conversations

· AI-powered hints and recommended actions in real time

· Display of relevant customer and case data during the conversation

· Flexible AI pipeline for multiple assistance systems

· Automatic detection of important information and entities

· Automatic conversation summaries

· Transfer of conversation summaries to CRM and backend systems

· Support for agents and supervisors during live conversations

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