Customisable ACD for Carrier Contact Centers

Multi-channel, WebRTC enabled NGN solution

jtel|ACD High Performance Inbound ACD System

jtel|ACD is a sophisticated inbound ACD system for optimised, efficient call distribution in call centres, service providers and businesses.

It ensures that inbound and outbound telephony is optimised according to clearly defined rules and conditions. jtel|ACD combines traditional telephony and VoIP in a unified solution and is not dependent on legacy PBX features.

Open, extensible and web-based for simple administration

jtel|ACD offers an open and extensible architecture.

jtel|ACD supports many possibilities for integration with enterprise business processes, such as integration of data mining tools. CRM and ERP systems can be supported via standard open interfaces.

A web-based application is used for the administration of the system, for supervisor monitoring and for agent access.

The software can be used from anywhere with web access – including smartphones and tablet devices.

  • Deploy on any network

    • Legacy, NGN or IMS
    • SS7 and SIP interconnection

    Open, extensible architecture

    • Define a wide range of routing criteria and rules
    • SCE to add features and functionality for customisation

    Advanced supervisor functionality

    • Live display of system status
    • Flexible rights structure with comprehensive security management

    Flexible rules and distribution administration

    • Comprehensive rules to complement any scenario
    • Fully customisable distribution

    Get in touch to find out more.

    • Full statistics and reporting
    • Measure and optimise customer experience
    • Multi-client capability
    • IP and TDM connectivity
    • Live display of status for supervisor reporting
    • Active queue management
    • Unlimited number of agents and groups
    • Flexible skill definition
    • Customisable routing logic and flexible SCE
    • Comprehensive, flexible rule options
    • Multi-tenant and white labelling