Optimize Your Customer Engagement Opportunities
The CARES Contact Center Solution is an all-encompassing communications platform that enables organizations to increase operational efficiencies and maximize the talents and productivity of employees. CARES is not a phone system, but a software solution that integrates seamlessly into your existing network infrastructure to bridge communication gaps and enable the kind of enhanced customer experiences that will distinguish your reputation and build loyalty to your brand.
Innovative features such as Pre-Authentication, ProSpeak, Screen Pop, Customer Call Back, and Dynamic Routing help shave precious minutes off of hold times and greatly reduce abandoned calls. Real Time Call Monitoring, Voice and Screen Recording, and Customer Survey provide vital support for Quality Assurance and agent training. A robust reporting capability produces a wealth of valuable data to help you make better informed strategic business decisions.
CARES has the flexibility to grow with your company and can be updated easily to match the evolving requirements of your business. Start with a single module on the CARES server and add components as appropriate without ever worrying about costly system replacement.
Automatic Call Distribution
- Dynamic call routing and queue management options
- Screen Pop and Collaboration (Notes) for CRM
Inbound Interactive Voice Response
- Caller authentication, account information anouncements
- PCI DSS Certified for payments
- Custom or Industry Specific Solutions - Financial, Insurance, Utility, Government
Outbound Notification/Predictive Dialer
- Proactive customer service
- Up to 400% more efficient than manual dialing
- Multiple campaign supports inbound and outbound projects simultaneously
Agent and Supervisor Tools
- Agent softphone with configurable desktop dashboard, intuitive icon displays
- Voice and screen recording for Quality Assurance, agent training