Jusan S.A.
National Security Framework (High Level) – Spain: regulation concerning information protection and security in public systems.
- Partner Level: Solution Vendor Qualified
- Partner Solution: Voice Recording, Contact Centers
- Region: Worldwide
- Industry: All Industries
Jusan is a global leader in Omnichannel Contact Center and Call Recording solutions, with a presence in over 50 countries.
Jusan markets its solutions through partners, operators, and distributors, in close collaboration with manufacturers like Alcatel-Lucent Enterprise, which certify the interoperability of Jusan's applications with their telephone systems.
Jusan offers turnkey solutions for omnichannel contact centers, professional call recording solutions, AI-powered chatbots and voicebots, and telephone traffic analysis solutions.
Strengths:
- Customizable, tailor-made projects with special integrations.
- 24/7 multilingual support.
- Comprehensive support from start to finish with a highly skilled team.
- Reliable, established, and certified products.
- ISO 9001: International standard for quality management systems (QMS).
- ISO 270001: International standard for information security management systems (ISMS).
Recall
-Artificial Intelligence: transcriptions, automatic summaries, real-time translations, sentiment analysis, intelligent chat, and agent evaluation-
Recall is a professional call recording and storage solution suitable for all types of businesses, technological environments, and industry sectors. It ensures compliance with legal regulations, guarantees transaction security, and helps prevent disputes, litigation, and fraud. Additionally, it supports employee training and enhances quality control within the company
Benefits:
- Prevent and resolve conflicts and litigation.
- Comply with industry regulations.
- Detect threats and fraud.
- Improve customer service.
- Assist in agent training.
- Evaluate the quality of telephone service.
- Archive critical communications
Features:
- Management, search, and playback of recordings from a single intuitive interface.
- Comprehensive recording options: bulk, selective, on-demand, lines, extensions, etc.
- CRM integrations: Sage, Zoho, Salesforce, SAP, and more.
- Unlimited storage of conversations in WAV and MP3 formats.
- Assignment of categories and tags to recordings for quick retrieval.
- Watermarking, file encryption, audits, and data confidentiality.
- Extension identification and automatic data saving alongside recordings.
- Alarms and notifications for incidents, inactivity, storage issues, and database failures.
- Mute function to silence recordings during critical parts of conversations.
- Agent evaluation (Quality Management) using quality forms.
- Extensive range of reports and statistics on activity, productivity, and quality.
- Screen recording for agent supervision.
- Compliance with PCI and MiFID II regulations for phone payments.
- Available in any language
Fidelity
-Artificial Intelligence: virtual assistants, transcriptions, automatic summaries, real-time translations, sentiment analysis, copilot features, and predefined responses-
Fidelity is a management software for calls, chats, emails, and social media designed for Contact Centers, suitable for any type of business. It features an intuitive interface and integrates with the latest AI tools for creating chatbots and voicebots.
Fidelity distributes communication to the most suitable agent or group to provide customers with fast and effective service. It displays contact information to the agent so they know who is calling before answering and provides a detailed omnichannel view of all interactions. It also presents real-time reports and statistics to analyze service quality
Benefits:
- Enhances agent productivity and efficiency.
- Provides a 360-degree real-time view of all communications.
- Enables real-time decision-making for optimal outcomes.
- Simplifies work by centralizing activities in an intuitive and ergonomic interface.
- Gathers customer feedback on the service.
- Generates leads and ensures no communication is missed
Features:
- Intelligent distribution of incoming traffic (calls, video calls, emails, chats, and social media).
- Dynamic creation and management of groups and waiting queues.
- Welcome messages, informational messages, queue position announcements, and music on hold.
- Multi-group agent management, with skill profiles and priority levels.
- Administration of breaks, free seating, and administrative times.
- True omnichannel support for WhatsApp, Facebook, Twitter, Instagram, Telegram, web chats, emails, calls, video calls, and SMS.
- CRM and ERP integration to display customer data on screen.
- Configurable interactive forms with conditions, lists, and multiple responses.
- Alarms and notifications when exceeding maximum wait times, breaks, and durations.
- Real-time monitoring of agent activity, quality, service, and performance.
- Interactive activity reports with dynamic values.
- Inbound and outbound call campaigns with various dialing modes (call blending).
- Automatic or on-demand callbacks to ensure no contact is missed.
- On-demand, selective, or permanent call recording.
- Design of Chatbots and Voicebots for automated responses.
- Integration with AI tools (ChatGPT, Google Gemini, and Microsoft Copilot).
- Post-call and post-chat satisfaction surveys.
- Availability in any language.