industry solutions

Government: Local | State | Federal

government | state

Since the 1990’s, Centurion has been a leader in providing Contact Center and Interactive Voice Response software to State Agencies. Examples of some of our clients are those who are involved with the collection and distribution of Child Support Payments, Driver’s License Verification and Renewal, Unemployment Registration and Compensation, Income Tax Payment and Refund Status, and Sales Tax Collections. The CARES Contact Center software excels in providing efficient and pleasant caller experience while providing supervisors and managers the tools necessary for agent training, quality assurance, performance monitoring, and statistics reporting.

Centurion’s CARES Contact Center is scalable for use by the relatively small help desk / service center to the very large agent centers and may be implemented in the agency’s existing telephony environment. Further CARES flexibility is demonstrated by its ability to easily adapt to newer telephony technology such as VoIP as the agency’s needs change.

The CARES Contact Center provides Automated Call Distribution, Skills Based Call Routing, Local and Remote Agents, Caller Recognition with Caller Record Screen Pop, Audio Call Recording, PC Screen Recording, Predictive Dialing with Call Blending, Outbound Notification, Interactive Voice Response, Agent Score Card, Recording Archiving, TTY/TDD interface, Real Time Monitoring, and Statistics Reporting. All of these software modules are integrated to perform on a single system or they may be implemented module by module as agency needs and budget will allow.

State agencies are often required to provide standard and custom reports with associated charts. The Centurion CARES Reporting Module utilizes Crystal Reports to provide its standard reports and to provide a tool for agency use in developing custom reports.

State Government Agency Applications currently provide by Centurion include: