Munich, Germany (PRWEB UK) 5 September 2014
From today, the innovative STARFACE telephone system supports the call center solution from jtel, Munich. Thanks to joint development of the new jtel STARFACE connector, the STARFACE telephone system can now be used as a call center solution with powerful multi-channel functions, live reporting and process integration functions.
“Along with supporting a wide ranging telephony functions, customer service is a complex task for many organisations. Thanks to the collaboration between jtel and STARFACE, we are enabling many small and medium sized businesses to use the call center tools and applications normally limited to large corporations”, commented Norbert Horn, CSO of STARFACE.
The jtel Call Center Suite stands out for its flexibility, adaptability and is backed by years of expertise and experience. It offers call center customers not only classical call distribution capabilities (ACD) but also integrates additional communications channels such as email and fax. “Today it is important to provide the customer with end-to-end solutions for all communications processes. And, just as important, the offering must be competitively priced. That’s exactly what we do at jtel”, added Bjoern von Mayenn, CSO of jtel GmbH.
The jtel STARFACE Connector
The jtel STARFACE Connector integrates both systems, enabling them to share common configuration data. In addition, status information is interchanged between the systems, so that the jtel call center system can access the current status of the agents in the call center.
Users and groups are created in the STARFACE system. This data is replicated over the connector to enable both systems to use the configurations established. Users continue to work as normal using their STARFACE soft clients, web clients or telephones connected to the STARFACE system, logging on or off the system and controlling their availability as required. If they go on a break, for example, a simple press of the DND button on the telephone is enough to set the agent status to pause in the call center. The jtel system accesses the same information and uses this when distributing calls to the agents.
When agents log onto the jtel Portal (using the same login data as for their STARFACE account) they can see and use the extended functions of the jtel System: extended reporting, wallboard and real time statistics, supervisor functions and much more.
Configuration of multi channel routing applications is perfomed using the jtel Portal application and is immediately accessible when calls arrive at the STARFACE system.
Leo Moll, CTO of jtel comments: “The jtel STARFACE Connector is a great best practice solution. Because the agents are used to the way they work with the STARFACE PBX, and don’t need to change this when the jtel System is used, the deployment is particularly efficient - agents don’t need to learn anything new! The development of the connector will continue - we already have plans for the integration of the PBX statistics in the call center statistics, and extended CTI functions such as first screen are also in our roadmap.”
jtel is a specialist company for telecommunications solutions founded in 1997. We deliver high performance and scalable applications and solutions for enterprises, carriers and service providers. More than 200 companies throughout Europe rely on jtel products, and millions of calls are processed by our solutions every day. Our expertise comprises call center solutions, ACD, dialler, voice recording, conferencing and IVR systems. All of our solutions have graphical service creation environments and are easily expanded. jtel has been offering PBX neutral solutions for over 17 years. Our customers not only have special requirements for our products, but also draw upon the expertise of the whole jtel organisation. Our 24 x 7 x 365 support is well established, and our systems offer excellent price performance.
STARFACE GmbH is a young, dynamically growing technology company located in Karlsruhe, Germany. Incorporated in 2005, the manufacturers of Voice-over-IP telephone systems and communication solutions have established themselves in the market and are regarded as innovative trend setters. The product portfolio has its center in the Linux-based STARFACE telephone systems, which are available as hardware appliances, virtual VM-Edition or cloud service, and are suited for businesses of every size. Multiple award-winning – among others, STARFACE has won the funkschau readers’ poll four times and was runner-up once between 2009 and 2013 – the phone systems are distributed exclusively by qualified partners.
The STARFACE telephone system, designed and produced in Germany, is an open, future-proof platform ready for interoperation with multiple CRM- and ERP-systems. It supports common technologies and standards like POTS, ISDN, NGN and Voice-over-IP and offers open clients providing integration into the telephony environment for iOS- and Android-based mobile phones as well as for Windows and Mac computers.