Flexible Call Distribution and Routing

Converged contact center and call center solution for superior customer service

Enterprise ACD Solutions from jtel

jtel|ACD is a complete Enterprise ACD solution that delivers powerful, converged call center and contact center capabilities. Flexible and customisable, jtel|ACD is the clear choice for effective customer interaction and conversations.

jtel|ACD enables optimised, efficient call distribution in call and contact centres, for organisations of any size. It ensures that inbound and outbound telephony is managed according to clearly defined rules and conditions that can easily be customised.

It provides multi-channel communications capabilities, including WebRTC to help organisations to deliver customer service excellence. Additionally, it enables flexible agent registration for centralised, virtualised or hybrid deployments. jtel|ACD is the central nervous system for inbound and outbound communications and can easily be integrated into enterprise business processes, such as data mining tools, CRM and ERP systems 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. jtel|ACD combines traditional telephony and VoIP in a unified solution and is not dependent on legacy PBX features.

  • Multi-channel Inbound and Outbound call management

    • Fixed, mobile, email, web, WebRTC, fax
    • Remote registration and central deployment

    Flexible rules and routing

    • Plan and optimise call distribution based on measured customer experience
    • Full skill-based routing options

    Integration with Business Processes

    • Add communication capabilities to CRM and ERP tools
    • Create CEBP applications

    Fully Web-based

    • No client software or integration
    • Access from tablets and smartphones as well as the desktop

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    • 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
    • Comprehensive, flexible rule options
    • Virtual or on-premises options