Overview

GREEN IT is committed to providing excellent customer service. This means that customers are put through to the people they want to speak to as quickly as possible.

Challenge

GREEN IT has grown very quickly. The Innovaphone telephone system met all requirements for many years, but there were increasing limitations in terms of call distribution. The telephone system was able to distribute calls according to hunt groups, which is important – but it did not offer enough flexibility to fulfil all the requirements that developed over time.

Solution

The jtel solution supplemented the telephone system with an ACD and added contact centre interfaces for the users. An IVR was also implemented to ensure that calls were routed correctly.

jtel’s Industry Solution for GREEN IT

GREEN IT is an IT solution provider that sets itself apart from other providers: The company strives to build sustainability into its solutions and services. In addition to these goals, GREEN IT naturally also endeavours to provide excellent customer service. This means that customers are connected as quickly as possible with exactly the people they want to speak to.

The Innovaphone telephone system met all requirements for many years, but there were increasing limitations in terms of call distribution. The telephone system was able to distribute calls according to hunt groups, which is important – but it did not offer enough flexibility to fulfil all the requirements that developed over time. The IT experts at GREEN IT had the following idea – to expand the telephone system with a contact centre solution. After researching the market and looking for a solution with proven integration capabilities for the Innovaphone telephone system, the team chose jtel to provide the comprehensive contact centre functionality.

The system was implemented quickly and easily with GREEN IT as an integration partner. The GREEN IT team of experts was surprised at how easily the solution was introduced and how quickly the users got to grips with it. The interfaces and portals of the jtel solution proved to be largely self-explanatory, so that very little training was required for the new platform. The speed of implementation is particularly important for any team looking to optimise call handling.

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