Overview

Public authorities have special obligations and challenges together with all stakeholders. Service centres are an essential part of communication with citizens.

Challenge

Stadt Viersen needed to replace its existing call management solution quickly. The special needs of visually impaired employees had to be taken into account.

Solution ‘The jtel team worked really closely with us to understand our needs.’

jtel Industry Solutions for Stadt Viersen

Efficient citizen service is a very important concern for many local authorities. Although e-government initiatives can increase the proportion of self-services, citizens still want to have personal contact. The town of Viersen was looking for a solution for its citizen service that could connect to existing systems and also offer a workstation for the visually impaired.

The core of the overall solution is the jtel system, connected to an Innovaphone PBX via SIP trunk. Innovaphone provides the entire voice infrastructure for all of the city’s employees, while jtel carries out the intelligent routing and distribution to suitable employees in the citizen service centre. In addition, a special version of the jtel agent client ‘AgentHome’ was developed in conjunction with Braille keyboards and screen readers.

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