Contact Center Solutions

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Businesses today have a number of communication channels open with their customers, and competition and high expectations mean that businesses need to get their contact center technology decisions right from the off.

Call center or contact center solutions offer enormous benefits to companies. An effective contact center phone system gives your business the tools it needs to provide a consistently high level of customer care, and to stay at the cutting edge of your field.

A Call center, or otherwise known as a Contact center, is a hub of the business where incoming and outgoing calls are made and received. Its main purpose is to provide customer support, engage in market research and execute sales operations.

 

Why Invest in a Contact or Call Center?

An effective contact center can enable your business to attract and retain customers, keep callers informed, empower existing customers, ensure agent productivity, manage efficiencies and streamline operations based on data collected.

 

Benefits of a Call Center

A Call center has two main functions: to serve existing customers by servicing them and by selling add-ons to existing services, and to attract new prospective customers.

Call centers are also a very useful tool in gathering data from existing customers about their experience with your service and their preferences. You can use this data to modify your business and to make it more appealing to customers and keep your competition at bay.

If you are looking to grow your Call center business, investing into your call center phone system is the best way to reach a large number of people in a personal way, with the aid of well-trained operators.

 

What We Offer

We at Juno can provide call center or contact center solutions that enable remote work solutions, integrate business processes, control costs, and ensure business continuity.

We offer a complete range of solutions, from entry-level applications which enable informal call centers to efficiently monitor, manage and route calls, through to complex multi-site, multi-operator or cloud-based operations.

Whether you run a small contact center with only a handful of operators, for example a simple Help Desk, or a large, multi-site virtual distributed call center with complex capability requirements, Juno can provide a bespoke contact center solution that will help you streamline business operations and boost customer satisfaction.

 

Our Guarantee

 Although there is no ‘one size fits all’ solution to call centers, our expert team can guide you through an array of options, forecasting and integrated workforce management tools to ensure you have a cost-effective contact center solution that meets the specific needs of your business.

Juno will also help guide you when it comes to regulations in this field. Identifying and implementing the correct dialler type (for example, preview or progressive diallers versus predictive diallers) which will help avoid abandoned calls, an area which is now heavily-regulated. The call center systems that Juno offers can provide automated TPS checking to ensure conformance with ICO regulations from the outset.

Call Recording

Juno’s call recording solutions can provide your business with a way to record, store and play back all your inbound and outbound calls in high-quality stereo sound.

Call recording has many different uses, eg compliance (FCA, PCI-DSS), fact verification and risk management, training and mentoring, quality control, governance, business and customer insights and mission critical environments, for example, emergency and police.

Our extensive range can be tailored to work specifically for your business size, structure and needs, meaning you can engage effectively with clients, secure peace of mind and evidence in the event of litigation and ensure you meet your industry’s regulatory compliance requirements, which is of particular relevance to businesses which process card payments.

Call recording is becoming an increasingly-popular option among businesses of all sizes and from all sectors because of its wide range of applications, which can help you gain a competitive advantage and protect both your business and your employees.

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Payment Services

The next phase of PCI DSS compliance is a ticking time bomb which has slipped under the radar of many firms that process card payments.

Juno can help you take the necessary steps to ensure your business will comply with forthcoming legislative changes to the Payment Card Industry Data Security Standard (PCI DSS), which come into force in less than two years.

From 25 May 2018, any organisation which processes or stores payment card data will need to adhere to new General Data Protection Regulation (GDPR) legislation.

A PCI breach can cost a business millions of pounds in fines, but the negative impact it can have on a company’s reputation can be even more damaging.

Juno’s advice to businesses which process card payments is simple – get ahead of the game, make yourself aware of the forthcoming changes and speak to a PCI expert who can help you to ensure you remain compliant.

We can provide your business with an enhanced fast-track service which achieves PCI DSS compliance quickly, cost effectively, robustly and without huge disruption.

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On-hold Music

Placing your customers on-hold, provides you with an ideal platform to market your business and tell them about your products and services.

Over 70% of callers are put on hold for an average of between 45 and 60 seconds, so why not use this time to promote your business and provide your callers with useful information or targeted marketing messages.

Juno provides on-hold music services which can help improve your customer service and boost your clients’ perception of your business.

We offer a selection of both male and female voiceover samples, a broad range of royalty-free music, and expert advice on messaging and scripting.

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Fraud Management

Cyber-attacks present a growing threat to businesses of all sizes.

Juno can advise you on a range of solutions which provide strong defences against a full range of attacks, from both hackers and the ‘insider threat’, that are easily implemented and cost-effective.

Our comprehensive portfolio of fraud management solutions will put you in full control of your systems and infrastructure, to identify and prevent network takeovers, internal data breaches and payment fraud.

We can help you to configure a bespoke solution that meets your exact needs and helps to keep your networks, data, employees and information safe and secure.

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