Karlsruhe, 8.9.2014 – The STARFACE telephone system now supports the call centre solution from jtel GmbH, Munich. Thanks to the joint development of the new jtel-STARFACE interface, STARFACE can also be used as a call centre solution with powerful multi-channel functions, live reporting and deep integration.

‘In addition to the wide range of telephony functions, customer service is a complex task for many companies. Thanks to the cooperation between jtel and STARFACE, we are enabling many small and medium-sized companies to use call centre tools that are normally only available to large corporations,’ says STARFACE Sales Manager Norbert Horn, explaining the cooperation.

The jtel call centre solution is characterised by flexibility, adaptability and many years of experience and offers call centre customers not only classic automatic call distribution (ACD), but also integrates other communication channels such as e-mail and fax. ‘Today, it is important to offer customers holistic solutions for mapping all communication processes. This must be done at a price structure that is in line with that of medium-sized companies – and this is exactly what jtel offers,’ says Björn von Meyenn, Head of Sales at jtel GmbH.

The jtel-STARFACE interface

The jtel-STARFACE interface connects both systems and thus enables access to shared configuration data. Furthermore, status information is exchanged between the two systems so that the jtel system can always access the current status of employees in the call centre.

Users and groups are created, modified and deleted in the STARFACE system. The systems synchronise themselves via the interface without any further intervention. Users can log in and out of STARFACE in their usual way via their soft client, web client or telephone and determine their status. If they go on break, for example, a click on DND on the phone is enough to put the agent on break. The jtel ACD immediately receives all the information and takes it into account when distributing calls and events to the agents.

If you log on to the jtel portal (with the same data as on the STARFACE system!), STARFACE users have access to the extended functions of the jtel ACD: extended reporting, wallboard and real-time displays, supervisor functions and much more.

Multi-channel routing is configured via the jtel interface and is immediately taken into account in STARFACE for incoming calls.

Leo Moll, CTO of jtel: ‘The jtel-STARFACE interface is a well-rounded solution. As the agents are used to working with STARFACE and don’t have to change this, our approach is particularly efficient during the introduction – the agents don’t have to learn anything new. The development of the jtel interface will continue – for example, the integration of system statistics into our reporting and extended CTI topics such as first screen are planned next.’

About jtel

jtel has specialized in solutions in the telecommunications industry since 1997. We deliver high-performance and scalable applications and solutions for companies as well as carriers and service providers. Today, more than 200 companies in Europe trust jtel products and millions of calls are processed every day using jtel solutions. Our expertise includes call center applications, ACD, dialers, voice recording, conference and IVR systems. All of our solutions have comfortable graphical environments and can be expanded at any time. jtel has been offering solutions that are independent of telecommunications systems for over 17 years. Our customers not only place special demands on our products, but also on the entire jtel organization. Support 24 x 7 x 365 days is already a matter of course for us. jtel offers a system that is excellent in terms of price and performance to suit your requirements.

www.jtel.de

About STARFACE

STARFACE GmbH is a young, dynamically growing technology company based in Karlsruhe. Founded in 2005, the manufacturer of voice-over-IP telephone systems and communication solutions has firmly established itself on the market and is recognised as an innovative trendsetter. At the centre of the product portfolio are the Linux-based STARFACE telephone systems, which are available as a hardware appliance, virtual VM edition or cloud service and are suitable for companies of all sizes. The multiple award-winning telephone system – STARFACE won four prizes and came second in the funkschau readers’ polls from 2009 to 2013 – is sold exclusively via qualified partners.

The STARFACE telephone system is developed and produced in Germany and can be linked to numerous CRM and ERP systems as an open, future-proof platform. It supports common technologies and standards such as analogue networks, ISDN, NGN and Voice-over-IP and enables the integration of iOS and Android-based mobile phones as well as Windows and Mac computers into the telephony environment via open clients.

www.starface.de