The German VoIP provider STARFACE has announced that it has partnered with jtel to offer a call center solution.
"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,” STARFACE CSO Norbert Horn said.
STARFACE chose jtel to power its customer service solution for its flexibility and adaptability, as well as it long (by telephony standards) time in service.
"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,” Bjoern von Mayenn, jtel CSO, said.
The two company’s systems will be integrated through the jtel STARFACE Connector, which will allow both systems to share configuration data, as well as call status. Users and groups created in one system will be replicated within the other.
Users making calls using STARFACE soft clients, Web clients and phones will be able to make calls as usual. Agents also have access to extended reporting, wallboard and real time statistics. Existing users don’t have to learn anything new, and can keep working the way they’re used to, eliminating retraining costs.
VoIP has emerged as a natural combination with call center systems because providers can offer more sophisticated functionality to customers for cheaper prices than they could when business phone systems meant complicated, expensive wired systems. A lot of the advanced features such as call queuing can be implemented in software.
Another advantage to VoIP-based call center systems is that management can use call metrics to determine the performance of agents easily. They can log calls automatically.
Case in point, the two companies plan to add even more functionality.
“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 CTO Leo Moll said.