Practice Areas: Contact Centers

Contact center technology has a vital role to play in all customer-facing operations of your organization, from customer service and technical support to direct sales and order fulfillment. That is why you need the contact center experts at Juma Technology. We will equip your enterprise with best-of-breed technology that will improve service, utilize personnel resources more intelligently and control costs.

Juma offers unsurpassed expertise in contact center design, installation, customization and support. Our Contact Center Practice offerings include:

• Call Center / Automatic Call Distribution (ACD)
  Over the last ten years, we have seen growth in the use of contact centers as a front-line tool for providing differentiated support to end-customers and prospects. Avaya's Contact Center is designed to deliver the performance and it features your business needs to compete on an even footing at a price you can afford.
• Call Reporting
  In order to operate a profitable and efficient call center, you need to measure the performance of your agents and systems end-to-end. If you can not measure it, you can not manage it.
• Interactive Voice Response (IVR)
  Self service applications deliver responsive, convenient 24x7 access to information via a user friendly speech interface. Automation reduces cost and increases your ROI. Advances in the speech recognition solutions we provide make IVR interactions more natural for your clients. The IVR associate never sleeps.
• Computer Telephony Integration (CTI)
  Integrating your Avaya communication solution with your database systems enables a wide range of call center and business applications. Examples are screen pops, intelligent call routing, automated call handling, click to dial and integration to CRM applications.

Stretch your customer contact center across time zones
Using cost-effective VoIP technology, Juma can link dozens or hundreds of your customer service representatives together in multiple sites, across multiple time zones. The result: a single, unified, easy to manage customer contact center. Juma will virtualize your call center to deliver one efficient pool of resources as opposed to multiple islands. Whether your agents work from home or remote offices, Juma will integrate them seamlessly into one call center.