Juris Astra is a complete call centre CRM solution developed by Juristech.
Astra is a complete Call Centre solution for inbound and outbound contact centre comprising of telephony ACD, IVR and Dialer with optional CRM, Sales & Marketing Management and Case Management. Juris Astra is a seamlessly complete solution that provides you the capability to handle telephony, email, web chat, fax and SMS interactions automatically. CRM with case management, sales force management and marketing management are also part of the Juris Astra seamless solution handling sales lead, marketing campaigns, complaints, service requests or a customer service issues.
Telephony Gateway or PABX
PABX is the infrastructure that handles the telephony interfaces such as incoming lines from Telekom (ISDN PRI or CO Analog PSTN trunks), extension lines to the agents / users. Callers privilege, Class of Service to dial out, hardphones, softphones and VOIP SIP are some of the standard offerings of Juris Astra.
ACD – Automatic Call Distribution
The core of a call centre is the Automatic Call Distribution , ACD and it is actually a software algorithm that performs automatic routing and distribution of calls to the rightful agents with the appropriate skill sets for enhanced efficiency and callers’ experience. ACD performs call treatment, call in queue announcement for the callers and even advanced Predictive Expected Wait Time algorithm for calls in queue treatment.
Juris Astra IVR, Interactive Voice Response
The automated announcement of greeting to the callers, announcement of menu selections for the callers to choose from, and self-service functions which can be configured for account balance/status checking, account transfer and call-back request are all features of Juris Astra IVR. Juris Astra IVR is an automated machine that frees up your valuable agents resource to handle more complex human interactions and leaving the repetitive tasks to a machine which is able to handle these tasks accurately and consistently.
Juris Contact CRM – Helpdesk Case Management, Marketing and Sales Force
Juris Contact manages your customer interactions, from phone, fax, email, SMS, and covers all aspects in CRM from customer issue creation to problem resolution. With Juris Contact, you can be sure of delivering consistent personalized service as each new issue is assigned, tracked and managed.
Juris Astra Quality Management System(QMS)
Juris Astra Quality Management System (QMS) voice logger provides for the monitoring and recording of live calls, agent grading / scoring from the calls, search and playback of the recording as well as direct interaction between supervisors and agents on call using whisper and barge-in. Juris QMS system can be used to do performance management, forecasting and scheduling, training management. It can be effectively fed into any Workforce Management system to be used as basis for additional processing.
Juris Astra Monitoring and Reporting System
Juris Astra comes bundled with some useful and essential reports that helps supervisors, team leaders and managers keep track of call center daily activities as well as monitor the overall health and tailor the management techniques and business process of their call center.
Juris Astra Dialer
Juris Astra comes with the internal preview and progressive dialer, which is integrated with campaign screens to provide a seamless experience for the agents. Together with agent scripting and best-number-to-call sorting of customer numbers, it will provide all the facilities necessary for the outbound agent to be productive. Juris Astra dialer will communicate directly with Juris CTI Toolbar, making it easy for the agent to control their phones and status, and for the supervisor to get real time information about the agents’ performance and status of the calls.