Products

Integrated Call Center Software

CARES™, (Communication and Relationship Engagement Solution) is a single source complete all encompassing communications solution that  provides Centurion Clients with the opportunity to enhance consumer relationships with every contact, increase efficiency of employees, and allow businesses to better utilize their Communications Infrastructure.  

 

Centurion understands and appreciates the successes that have allowed our clients to flourish.  With this in mind, CARES not only integrates into the communications environment of the client, but also incorporates the client culture.   The CARES solution consists of  ACD, IVR, CRM, Outbound Notification and Workforce Management.  Centurion's architecture and integrated approach to the total communications solution allows CARES customers to efficiently and effectively manage and execute their business communication strategies.  CARES grows with your company and easily changes as your business needs change.  Start with a single module on the CARES server and add components (applications) as needs dictate:

Automatic Call Distribution

  • Queue management - wait-in-queue time, position-in-queue announcements.
  • Skills based routing directs calls to available agent with appropriate skill set.
  • Specific callback messages, service requests, time of callback appointments.
  • IVR access and transaction processing while caller is in queue without losing position.
  • Multi-Channel Queue (Email, Fax, Chat, Voicemail)
  • CTI/Screen Pop
  • Quality Assurance Tools- Recording Voice and Screen
  • Extensive Real Time Monitoring Tools
  • Extensive Reporting

Inbound Interactive Voice Response

  • Touch Tone/ Speech Recognition
  • Industry Specific Applications
  • Financial, Insurance, HealthCare, Utility, Government
  • Custom Applications
  • Turn-Key Solutions

Outbound Interactive Voice Response

  • Touch Tone/ Speech Recognition
  • Text To Speech
  • Multiple Campaigns
  • Integrated into contact center
  • Late Payments, Billing, Surveys, PCI Certified
  • Indepth Reports

Predictive Dialer

  • Multiple campaign supports inbound and outbound projects simultaneously.
  • Onboard or outboard dialer platform for outbound call campaigns.
  • Call blending and pacing for optimum agent efficiency.
  • Reporting enables analysis of campaign success.

 Outbound Notification

  • Agentless Dialing
  • Surveys
  • Reminders
  • Late Notices
  • Multiple Campaigns
  • GUI Tools

Customer Relationship Management (CRM)

  • Call data is added to a contact history block with all previous contacts (email, phone, chat).
  • Support Follow Up
  • Opportunity Tracking
  • Up-sell and Cross-sell tools
  • Caller contact history and portfolio
  • Activity Tracking- Marketing Tools
  • Query and search tools provide call retrieval and analysis.

Computer Telephony Integration/ Systems Integration

  • Connect to multiple hosts or multiple connect to one host can be supported at the same time.
  • Host Interface by screen scrape or direct access from either Windows or UNIX environment.
  • Interface available for many public utility CIS and AM/FM/GIS-OM Systems.
  • IBM TN3270, 5250, DEC VT100, HP3000, 9000, terminal emulation.
  • Telnet sessions, screen scrape data collection, TCP/IP interfaces for screen pops.
  • Compatible with ODBC, JDBC, IMS, Informix, Sybase, Oracle, DB2, SQL Server.