JTEL is now bringing the WebRTC revolution to the call centre

Live demonstrations at CallCenterWorld in Berlin from 26 to 28 February 2013

Munich, 25 February 2013

The Munich-based software company JTEL, provider of IVR and ACD systems, will be presenting a ready-to-use ACD application based on the new Internet standard WebRTC at the trade fair. RTC stands for Real Time Communication and includes both voice and video. The groundbreaking innovation of this new protocol is that the Internet browser is the end device. Simple telephone calls or even group videos take place directly between the browsers of the participants, bypassing conventional telephony networks. Lewis Graham, Managing Director of JTEL: All experts agree: WebRTC will succeed in doing what Voice over IP has failed to do. Namely to revolutionise the global telecommunications market. Hardware, end devices and traditional networks have all had their day!

Google, one of the drivers of the new standard, has already integrated WebRTC into its Chrome browser. Firefox and Microsoft’s Internet Explorer will follow shortly. The technology is therefore already available in companies today. The usual investments in technical infrastructure are not necessary.

In practice, WebRTC means that a call centre agent only needs a PC connected to the Internet, a browser and, ideally, a headset. He logs into his ACD group via a corresponding web application. All incoming and outgoing calls are now made via the browser, which in turn accesses the microphone, loudspeaker and, if available and activated, the camera. Local PBXs have become obsolete as a result. The web application, in this example an ACD, can be operated locally as a pure software application. In practice, however, and according to Lewis Graham, the experts agree on this too, the applications will probably run in the cloud.

JTEL at CCW2013: Hall 2.1 Stand A6 Estrel Convention Center Sonnenallee 225 12057 Berlin www.callcenterworld.de www.jtel.de Contact: Lewis Graham JTEL GmbH Valentin-Linhof-Str. 2 81829 Munich E: info@jtel.de T: +49 (89) 4614950 – 00 F: +49 (89) 4614950 – 29