products
CARES Call Center Automated Resource System
CARES™, a Call Center solution developed by Centurion, Inc., provides financial, private business and government units a versatile, modular and affordable application that supports two to hundreds of agent seats, including remote agents. The primary hardware platform utilized is an Avaya CONVERSANT server, or an approved Windows 2003 server. CARES™ has been designed as a modular, integrated Call Center solution for almost any PBX, IP PBX, Centrex or Key system environment. It allows for a basic system installation, with more extensive features available as needs and growth dictate.
As CARES™ is compatible with most telephony environments, and with all call handling and ACD functions performed by the CARES™ Call Center Server, the application can be integrated into almost any communications scenario. The CARES™ Call Center Server also very effectively interfaces to host systems and LAN/WAN networks. Centurion, Inc. applications such as Next Teller Bank-by-Phone, Utility Outage Management, Remote Time/Job Reporting, Account Inquiry, plus a range of Interactive Voice Response products easily integrate into CARES™ . Both real-time monitoring and historical tracking is provided, enabling management control for any area in the Call Center, from any PC on the system LAN.
CARES™ provides features and functionality other call center systems can only deliver with multiple platforms and vendors. CARES™ offers a unique and complete suite of call center functions comprising a single integrated CTI solution.
Direct Caller Assistance
- Queue management - wait-in-queue time, position-in-queue announcements.
- Messages and music in queue provide up to 10 2-min. music and 10 promotional selections.
- Skills based routing directs calls to available agent with appropriate skill set.
- Programmable Call Routing based on time, date, ANI or DNIS.
- Skills-based automatic custom agent greeting recording and playback.
- Specific callback messages, service requests, time of callback appointments.
- IVR access and transaction processing while caller is in queue without losing position.
- Announcements keyed to ANI/DNIS caller data.
Agent Call Monitoring and Recording
- Digital call recording for quality control, security, archiving.
- Any customer call can be recorded, even while in progress, from beginning to end.
- Call Recording initiated on demand by Agent, Supervisor or via parameter set up.
- Audio, video, mouse action and data entered are recorded per call.
- Call record function does not “tie up” any voice ports.
- Annotatable recording, playback security.
- Optional advanced “word-spotting” technology for key word scans during calls.
- Recorded calls can be attached to email as .wav files and sent anywhere.
- Call reporting by agent, split, call type, customer group.
- Peak call/average call duration, average wait time, hang-ups, transfer out, call disposition statistics.
- Extensive standard ACD, agent, split, and skill reporting.
- “Real Time”, on screen monitor of system activity.
- Crystal Report Writer for customer defined custom reporting.
Customer Relationship Management (CRM)
- Call data is added to a contact history block with all previous caller interactions.
- Call annotation, agent notes, call resolution codes.
- Caller contact history screen is displayed to agent at time of call delivery.
- Activity Tracking is supported within the Notes function.
- Query and search tools provide call retrieval and analysis.
- 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.
Distributive Call Center (Remote Agent) Access
- Remote Agent functions as Distributive Call Center supporting multiple Customer Care Centers.
- Remote agents are distributed calls as if physically located in Call Center.
- Remote activity is represented on all tracking reports and call handling functions.
- Voice/data integration with host CIS and voicemail systems.
Internet Web Browser Integration
- Web access to customer call center CSR; links to host CIS.
- Click to connect to CSR by voice call.
- Cooperative and coordinated web page browsing.
- Web Callback Request and Web Chat.
- Centurion CARES Voicemail - voice, e-mail, and fax integrated mailboxes.
- Integration with Avaya, Nortel, Octel and other voicemail systems.
- Text-To-Speech conversion of print e-mail for retrieval anywhere.
- 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.
- Manages a library of stored messages that can be accessed by callers on demand.
- Messages are several minutes in length, and are protected with password or PIN access method.
- Messages can be recorded and accessed by an administrator from any available telephone extension.
- Provides automated notification of operational problems on VIS or host interface system.
- Monitored by dedicated PC system.
- Alphanumeric pager messages are delivered to a technician on a 24x7 basis.
