ICCC and jtel sign strategic partnership

Created: Tuesday, 11 March 2014
Written by LVJ

Flexible, future proof ACD and Call Center solutions enable Nordic enterprise and service providers to leverage enhanced connectivity, virtualisation and cloud-based deployments as migration from legacy monolithic platforms gathers pace.

Jtel GmbH, a leading vendor of advanced IVR and ACD solutions, today announced that it has signed a new strategic partnership with ICCC to deliver its advanced ACD and Call Center solutions to customers in the Nordic Region. ICCC, a Danish-based vendor of unified communications solutions with deployments in more than 50 countries around the world, is partnering with jtel to capitalise on the growing need to replace ageing, legacy ACD and Call Center solutions.

“Everyone knows the benefits that call and contact centers bring to enterprises and service providers, but the current generation is past its sell by date. Our customers need agile innovation that enables them to customise solutions to their specific needs and complement other delivery channels. They want flexibility in terms of deployments – cloud or hybridised and they recognise the value that WebRTC is going to deliver,” said Leif Rasmussen, Managing Director of ICCC. “We need a partner that can deliver this innovation to fuel the needs of our customers and ensure they deliver the best service to their callers. jtel has everything we need to meet that goal.”

As enterprise and service providers seek to differentiate their businesses and deliver continual improvements to customer service and satisfaction, they are encountering limitations with the current generation of solutions. New technologies such as WebRTC are broadening communications possibilities and extending access to an increasingly diverse range of channels. Organisations need to capitalise on these trends in order to remain relevant to their customers and to increase customer engagement levels.

“We’re already seeing how our customers want more and more flexibility in how they meet customer requirements. That kind of flexibility is just too difficult to obtain from legacy or monolithic solutions,” noted Lewis Graham, CEO of jtel. “That’s why we’re experiencing unprecedented demand for our solutions and our partnership with local experts ICCC will ensure we can deliver to even more organisations,” he added.

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