Solutions for Financial Firms
Smart financial firms know opportunity and growth result from focusing on their most valuable asset: the customer. At the same time, a difficult economic environment requires cost-cutting to improve the bottom line. Centurion products help you achieve both -- superior service and cost containment.
Centurion's CARES ™ [Contact center Automated Resource System] improves customer service, satisfaction and retention while improving efficiencies and reducing operating costs. CARES runs on a single server software-based platform which integrates into your application suite to unify communications and centralize administration in one interface.
Increase customer satisfaction with consistent, seamless multi-channel service
Building customer loyalty necessitates a superior service experience at every contact point across all channels of communication. CARES ties together your contact center, branch locations, offices, employees and remote workers to be managed as a single contact center with one set of business rules and goals. This makes your whole organization more responsive and extends the focus on providing an enhanced customer experience beyond the contact center and into "back-office" touch points. Whether by telephone, email, fax, online, or kiosk your customers seamlessly move through your organization's touch points for a more satisfying experience. Best of all each CSR is provided consolidate contact history whether email, fax, chat, or phone, for a precise understanding of this consumers service discussions within your company.
Improve customer loyalty with highly personalized assistance
By integrating data to Centurion's all-in-one business communication platform, calls are routed more accurately, making it easier to match a customer's needs with an agent's skills. Your customers experience reduced wait times, single call resolution and convenient callbacks rather than waiting on hold. The Centurion system instantly pushes customer profiles and recent activity to your employees via screen pop, allowing your organization to build customer loyalty through personalized financial services and offers. Intelligent self-service options reduce call volume and allow customers to access information at their convenience. Call recording and screen capture helps resolve disputes, avoid misunderstandings and improve service quality.
Boost revenue by identifying selling opportunities
Generating revenue through cross-selling and up-selling has become just as important in contact centers as providing customer service. Every customer interaction, regardless of channel, must be explored as a sales opportunity and acted on accordingly. Centurion's dynamic, all-in-one business communication platform allows employees to get the right information at the right time, eliminating such problems as repeating the same offer to customers at different touch points. It also allows agents to use non-branch channels to better identify high-value customers who are receptive to specialized customer service, allowing for more cross-sell and up-sell opportunities.
Examine and evaluate to enhance performance
From first contact to resolution and follow-up, Centurion's system provides real-time monitoring of consumer calls to agents and to self-service IVR, conducts automated surveys and provides historical reports you can use to improve performance. Do you know the patterns of traffic on your network? Centurion provides tools to make the right decisions for staffing levels to eliminate bottlenecks and utilize available capacity. Find out how customers use your media channels and services, and how you respond.
Trim overhead and costs
Centurion's communications server provides features and functionality others can only deliver with multiple server platforms and vendors. The CARES solution allows for your organization to start with the very basics and add feature/functionality as your institution grows. This is done by simply adding software to the CARES server. You get the economy of unique and complete IVR and ACD functions as well as a CTI solution. These functions are integrated into your current environment on a single server and may be used with any telephone system. Less equipment to keep running, less complex, less IT time and support staff required. IT staffing in your organization requires less specialization, Centurion supports your contact center infrastructure.
Simplify business continuity and disaster recovery
Creating a secure and redundant communications environment is difficult when you have a mish-mash of communications products with diverse architectures from different manufacturers. But Centurion's communication system has built-in failover services and is designed for consistent operation. Having multiple contact points means upgrades made in response to changing customer preferences can be completed at a lower cost and without major operational interruptions.
Access the very best post-sale support
Centurion products and support has one of the best reputations for reliability in the industry. Ensuring the quality and integrity of the system will not be compromised over time is a major benefit of contact centers with limited IT support. In addition to delivering the leading business communications system in the industry, custom-configured to your needs and delivered ready to run, Centurion also services IVR and ACD systems from its 24x7 NOC staffed with highly trained customer support technicians.
Meet tomorrow's challenges today
Centurion's business communications solution offers integration, versatility and modularity, so it can grow with your organization to meet your customers' needs. Tomorrow's financial industry leaders will be the companies that recognize and capitalize on the opportunity to optimize customer service. Contact Kirk Wormington at 727?431?5215 to find out how Centurion's CARES ™ [Contact center Automated Resource System] can help you exceed customer expectations and generate new revenues by working leaner, faster and smarter than ever before.