CARES provides solutions to help supervisors successfully monitor, motivate, manage and develop their teams.
Superior Live Agent and Automated Customer Experiences.
CARES intelligent solutions know how to make talking to live agents easy and how to scale automation when necessary, delivering personalized experiences in every case. You’re all about great customer experiences. So are we.
Monitor and react accordingly with real-time agent and group performance metrics.
Supervisors select the parameters to monitor, display types and share permissions.
Make informed decisions with powerful business intelligence and historical reporting options.
Select types of alerts, variable parameters, and limits that will generate an alert.
Send agents custom messages and display real-time statistics atop the Agent Toolbar.
Boost efficiency by displaying agents’ availability to take calls to the entire team.
Great tool for onboarding, training, and optimizing Quality Assurance.
Listen live and assist agent as needed to maintain service quality and resolve issues quickly.
Recording call audio and screen activity ensures agents follow protocol, maintain call discipline, and deliver desired caller experiences.
Select from 20+ criteria to quickly and easily search stored recordings for replay and scoring.
Solicit customer insight to identify concerns and growth opportunities and promote evangelism.
Establish criteria to measures agents’ performance and identify opportunities for improvement.
CARES CALL FLOW DESIGNER
Simple building blocks help you create complex call flows that reflect the unique culture and tone of your business.
Accurate Real-Time And Historical Data To Help You Determine:
What types of calls are we getting?
Where should we focus training efforts?
Where to invest in technology?
How much staff is really needed?
Who are my top performers, and what do they do differently?
What processes may be automated?
Your Reports Delivered Your Way
You decide which reports, how they’re formatted, and how often they run. CARES data exports to virtually any data visualization software.
Makes Data Easy To Find And Sort
CARES complete integration into your key systems means you won’t just store data, but easily sort and recall the information you need when you need it.