industry solutions
enterprise | 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 system, or an approved Windows NT/2000 Intel CPU system. CARES™ has been designed as a modular, integrated Call Center solution for almost any 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, Public 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.
- Seagate 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 Lucent, 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.
