Extend jtel contact center solutions with a Teams integration to benefit from improved collaboration capabilities and unified status. Increase your availability, your customer satisfaction and your employee satisfaction.

With the introduction of the COVID-19 lockdown – and ongoing social distancing measures – the ability to work from home has become paramount. As a result, the use of collaboration and unified communication tools has increased dramatically. For example, according to Statista, the number of daily active global users of Microsoft Teams more than doubled from 32 million users on March 12, 2020 to 75 million users on April 30, 2020.

Likewise, the need to operate a contact center with a remote and distributed workforce has arguably become even more important. But how can companies operate a modern, fully equipped contact center with employees working either from home, in an office or remotely? How can contact centers work seamlessly with Teams?

jtel with MS Teams – a flexible, seamlessly integrated contact center solution

Teams is an excellent collaboration tool, but it lacks many of the features and advanced capabilities required of a modern contact center. For example, contact centers lack full routing and multi-channel support and rely on agents to manually update their presence status, which can lead to inaccuracies in availability and call status. And call center agents typically use multiple channels. If these are not integrated into the Microsoft ecosystem, aggregated status across all channels cannot be achieved with Teams.

However, jtel with Teams offers seamlessly integrated and powerful collaboration tools combined with contact center capabilities that can handle even the most complex routing scenarios. New scenarios can be created quickly and easily using an intuitive, graphical workflow editor. Employees can choose which device, interface and channel they want to receive calls and media events on. No matter whether in the office, at home or on the go – the availability and efficiency of the entire organization is significantly increased.

In addition, jtel offers the indispensable aggregated view of presence status with Teams. This means that employees are not interrupted by a call from the Teams client when they are on the phone, and vice versa. Individual presence status can also be controlled manually or automatically by jtel, allowing each agent to choose how, when and where they receive calls.

A fully flexible contact center solution for remote workers

You can migrate flexibly to jtel with Teams at any time. It can also be used in parallel with existing solutions so that you can determine the pace of migration. The solution can be used with an existing telephone system or the public telephone network (as a jtel stand-alone). There is no lock-in to Microsoft products, providing a completely flexible but advanced contact center solution for your organization.

jtel with Teams not only offers advanced, flexible contact center functions for employees in distributed locations, but also ensures increased availability and efficiency. This is how companies can achieve excellent customer service even during these unprecedented times.

Organizations retain complete control over their deployment – without being tied to Microsoft. The solution can be used in conjunction with an existing telephone system or as a standalone solution. Employees retain complete control over presence status as well as the interface, device and channel on which they want to receive calls – regardless of location.

Complex routing scenarios and easy configuration

jtel with Teams can handle the most complex routing imaginable and is easily configured for home office or field use. It even offers built-in wallboards and statistics so that management can have a bird’s eye view of what’s happening in customer service at any time. At the same time, the aggregated status view of both worlds means that, if possible, no call on one channel is interrupted by a call on another channel or device – a basic requirement for smooth customer service.

Book a consultation now and find out how you can achieve integration with Teams. Find out how you can achieve and maintain excellent customer service with jtel and Teams.