Your website visitors can make phone calls to your contact center agents without media disruption using the jtel One-Click One-Call plug-in.

Many so-called web click-to-call solutions are not end-to-end solutions and require you to enter a phone number. The call to the call center is made in the traditional way via the customer’s cell phone or landline.

Not so with jtel One-Click One-Call. Calls go directly from your website to your call center with a single click in the browser on your PC, tablet or smartphone. You can choose whether as a pure audio call or optionally with video and screen sharing.

jtel One-Click One-Call even provides context for the call. If the user is logged in to the website, the agent can, for example, be shown information about the identity of the caller. The information can also be used to influence the routing process. For example, customers with a high SLA can be routed through the call center more quickly.

Your agents don’t need any additional equipment for an audio-only call. The call is routed to your existing agent workstations via the traditional route to your existing contact center. Additionally, once the call is established, agents can expand the channel and continue with video and screen sharing.

Thanks to video and screen sharing, the possible uses are almost limitless. For products requiring intensive advice, you can pick up your interested parties directly from the product page for a spontaneous consultation. For service concerns, you can use context- and SLA-related routings that address the individual needs of the customer. Content can be shared by integrating video and screen sharing. For example, the customer can point the camera at a device so that the agent can see its current status or serial number. Through screen sharing, agents can also support complicated business processes without media disruption.

The plug-in is integrated using a small HTML code snippet, which is copy-pasted into the corresponding websites. Any existing service number in the system can be used to enable topic-related routing. Calls are intelligently routed using the well-known mechanisms in the jtel system. This means that all functions of the IVR including bot functionalities and all routing functions of the jtel ACD are available.

Contact us today to find out how jtel One-Click One-Call can help you seamlessly integrate your website with your contact center and take your processes to the next level of efficiency.