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Explore contact center trends, AI innovations, and best practices to improve your customer service strategy.

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34 blogs found

September 14, 2026 · 4 min read

Cloud, on-premises or hybrid? The right contact center software for your business

Cloud, on-premises and hybrid deployments each have different strengths. The right choice depends on IT strategy, data protection, integration and growth.

July 30, 2026 · 5 min read

Voice bot or chatbot: which AI solution is right for your customer service?

Voice bots and chatbots automate customer service across different channels. The deciding factors are the use case, customer needs and integration with existing systems.

May 12, 2026 · 2 min read

jtel Build The Bot Days 2026

jtel is launching its third Build The Bot Days hackathon, where five customers will turn practical service ideas into working chat and voice bots.

January 28, 2026 · 2 min read

The Future of Customer Service Up Close – jtel at CCW 2026

At CCW 2026, jtel and its partners will show how automation, AI and human customer service can work together effectively.

November 26, 2025 · 4 min read

The Jury – jtel Build The Bot Days 2025

Three distinguished experts assess the bots using clear criteria – from meeting the requirements to the business case.

April 16, 2025 · 2 min read

jtel AI Pipeline – Choose the AI that benefits your business!

The jtel AI Pipeline focuses on tried-and-tested AI applications that support employees, accelerate processes and deliver measurable time and cost savings.

February 4, 2025 · 2 min read

AI news – RAG Bot

RAG bots connect large language models with company knowledge to deliver more accurate, up-to-date and context-specific answers.

December 5, 2024 · 2 min read

Tafel 2024

jtel supports Tafel, which rescues food and helps up to two million socially and economically disadvantaged people every year.

November 27, 2024 · 3 min read

jtel Build The Bot Days 2024: an Overview

Five teams, two days, and practical ideas for customer service: At the first jtel Build The Bot Days 2024 in Ottobrunn, companies developed their own chat and voice bot solutions. Our recap explores how collaboration, creativity, and technical support brought real-world bot projects to life.

November 11, 2024 · 2 min read

Survival of the Fittest in Weimar!

Containerization and conversational AI take center stage: At the VAF technical conference in Weimar, jtel joined industry experts to discuss scalable infrastructure and new customer service possibilities. Discover how business data can support AI assistants and bot solutions.

August 1, 2024 · 5 min read

To AI or not to AI – that is the question

A cost calculation shows the volume at which a voice bot becomes more economical than human handling and how much working time can be automated.

February 7, 2024 · 3 min read

Automation in customer service

Voice bots, chatbots, process integration and AI automate recurring service tasks and create measurable value without unnecessary technology hype.

October 13, 2023 · 2 min read

AI Shock in Stuttgart (jtel User Group)

Robotic process automation and AI-based customer service took center stage at the jtel Autumn User Group in Stuttgart.

January 30, 2023 · 1 min read

jtel is in the product portfolio of TeleSys Kommunikationstechnik GmbH

TeleSys and jtel combine their contact center expertise: As a Gold Partner, TeleSys has chosen jtel’s flexible solution with Microsoft Teams integration, CRM connectivity, and multiple communication channels. Together, they help businesses prepare their customer service for the future.

December 1, 2022 · 1 min read

jtel is now the exclusive contact center partner for TELCAT MULTICOM

TELCAT MULTICOM selects jtel as its contact center technology partner and establishes a Gold partnership. Together, the companies offer service organizations across Germany modular solutions with Microsoft Teams integration, PBX independence, and flexible cloud or on-premises deployment.

November 15, 2022 · 1 min read

jtel and SIEVERS present Customer Service Solutions for Energy Suppliers During the Energy Crisis

How can energy providers handle growing service demand and ease employee workloads? In their joint webcast, jtel and SIEVERS Group explore how intelligent routing, data integration, and chat and voice bots can support customer service during the energy crisis.

September 9, 2022 · 2 min read

jtel One-Click One-Call – Calls without Media Disruption from the Website

With jtel One-Click One-Call, website visitors can reach your contact center directly from their browser—without entering a phone number or switching channels. Context-based routing, optional video, and screen sharing enable personalized advice and tailored support directly from your website.

February 14, 2022 · 2 min read

Accessible Agent Home for Braille readers

jtel Agent Home for Braille enables blind and visually impaired employees to work independently in the contact center. A clear page structure, text-based status information, and customizable keyboard shortcuts make navigation easier with screen readers and Braille displays.

February 8, 2022 · 2 min read

Shop Cheaply or Shop Sensibly? What is the Right Decision for Your Company?

A low upfront price does not necessarily make a contact center solution cost-effective. Discover how intelligent routing and integration with existing business data can reduce misrouted calls, ease employee workloads, and improve the actual ROI of your investment.

October 12, 2021 · 5 min read

Eliminating silos in your company

Integrating the contact center, CRM, ERP and communication channels brings isolated data together and makes it available for end-to-end processes.

August 25, 2021 · 5 min read

Data integration is the key to optimizing business processes

Connecting the contact center to CRM, ERP and other business systems enables automated workflows, better use of data and more informed decisions.

November 20, 2020 · 2 min read

Join the jtel “Cloud Bubble”.

Cloud, on-premises, or hybrid: Which deployment suits your contact center? Explore jtel’s deployment options and discover how jtel cloud combines flexible customization, integration with existing systems, and the convenience of a hosted SaaS solution.

October 13, 2020 · 4 min read

jtel with WhatsApp: an integration for customers and service teams

WhatsApp integration adds a familiar messaging channel to jtel, with intelligent routing, parallel chats, reporting and CRM connectivity.

July 7, 2020 · 5 min read

jtel with Teams: seamless integration with Microsoft Teams

Connecting jtel and Microsoft Teams combines collaboration, presence information and powerful contact center routing for distributed teams.

December 16, 2019 · 4 min read

Cloud-based call centers have become a market trend

Cloud contact centers are gaining ground over traditional on-premises models through rapid deployment, scalability, flexible subscriptions and reduced operational effort.

October 23, 2019 · 4 min read

How can you benefit from connecting your CRM system to the jtel ACD?

Integrating CRM and ACD reduces duplicate data maintenance, improves campaigns and gives employees reliable customer information.

October 1, 2019 · 4 min read

Customer Knowledge and Technical Development

Let’s explore some of the key criteria and developments that managers need to consider when delivering an improved customer experience in today’s digital, multichannel world?

July 8, 2019 · 1 min read

Outbound calling made easy with jtel information requirements according to the GDPR

Wie lassen sich Datenschutzinformationen in Outbound-Gespräche integrieren, ohne den Gesprächsfluss zu beeinträchtigen? Erfahren Sie, wie der jtel Outbound Dialler mit einem anpassbaren Compliance-Modul die Erfüllung und Dokumentation der DSGVO-Informationspflichten unterstützt.

Customer Communication

May 1, 2018 · 2 min read

Which communication method satisfies customers?

Whether by phone, email, or chat, customers expect quality service on every channel. Discover how jtel combines cross-channel routing, CRM integration, and detailed reporting to bring relevant information together, simplify inquiry handling, and support a consistent customer experience.

September 8, 2014 · 4 min read

STARFACE Supports Call Centre Solution from jtel

The jtel-STARFACE interface combines familiar telephony features with advanced multichannel routing and real-time reporting. Automatic synchronization of user and status information helps businesses route inquiries effectively and give employees powerful contact center capabilities within their familiar working environment.

July 28, 2014 · 6 min read

Multichannel communication in the customer service call center

A modern multichannel ACD brings together inquiries by phone, email, chat and social media, prioritizes them and protects service quality and reputation.

April 30, 2014 · 3 min read

Who uses a Call Center?

Whether focused on service, sales, support, or outbound calls, call centers connect businesses and public institutions with people. Discover how B2B and B2C requirements differ and why successful solutions address the needs of customers, agents, and administrators alike.

August 14, 2013 · 4 min read

How customer satisfaction is changing the contact center landscape

Customer experiences affect loyalty and costs. Integrated contact center processes help companies use feedback and continually adapt their services.