How Jtel used Chrome to reinvent the call center

Editor's note: Today we hear from Lewis Graham, Chief Executive Officer of Jtel, which provides call center technologies for telecommunications companies and enterprises. Read how Jtel is transforming the call center industry using Chrome, which has added efficiency, time savings and ROI (45% increase for Jtel customers).

Think about the last time you needed to get in touch with a business. How did you contact them? You may have picked up the phone, but it’s just as likely you sent an email or a text message, tagged the company in a post on social media or visited the website to chat with a customer service rep. Today, there are dozens of ways for people to communicate with businesses. Companies who embrace this fact are rewarded with more engaged customers.

Jtel set out to reinvent the call center so businesses can handle all the ways people get in touch with them. Based on our 25 years of experience providing call center technology for telecommunications firms and enterprises, we’ve built a new multi-channel call center platform using Chromebooks and WebRTC. WebRTC is an open source project for real-time browser-based communications that was developed by Google. The Chrome and WebRTC solution eliminates telephones while letting agents handle email, chat and voice calls. Rather than switching between a phone and computer, the agent uses just one device.

Chrome has improved our call centers on three important fronts: call center teams work more efficiently, their calls are more effective and they save time. Chrome devices are easy to configure and manage, and they’re highly reliable — particularly important because call centers are notoriously difficult to install. Chrome and WebRTC have dramatically reduced the time required to set up a new call center: it takes four hours to set up a center with 200 to 300 Chromebooks, compared to the four days it takes to set up a traditional call center of similar size.

Chrome saves our customers money as well. In a traditional call center, each agent needs a PC and a telephone. There are also high deployment costs for each agent because of the complexity of the systems. Between hardware and implementation, it adds up to almost $1,300 per agent. Chrome and RTC save a huge chunk of that — about $800 per agent. By our calculations, that leads to a 45 percent increase in ROI for our customers.

Chromebooks with WebRTC also transform the way companies interact with their customers. It lets agents connect with customers in multiple ways, not just by phone. And it allows companies to integrate their call centers with their CRM systems so they can create self-service modules for their customers. This empowers customers to resolve issues on their own.

Companies need to to be able to help customers, however they choose to get in touch. Today, that’s through phone calls, emails, text messages and live chat. As these channels keep evolving, we will, too, thanks to Chrome and our partnership with Google. Chrome is helping us build the future of communications.