Technology is advancing every ten minutes it seems, giving consumers more options to connect with your business from anywhere, at any time, for any reason. When customers or prospects take the time to reach out to you, every interaction becomes an opportunity to strengthen or destroy a valuable relationship. Are your call center operations keeping up with the demands?
With customer experience becoming the main driver for retention and growth, you need to make every interaction as seamless and satisfying as possible. Quickly connecting your caller with the agent who is best positioned to handle their request will ensure that relationships remain strong, and customers remain loyal. In short, your customer service requires CARES.
CARES is an Automatic Call Distribution (ACD) designed with today’s consumer in mind. With a number of flexible routing and queuing options available, you can decide the best way to engage with your customers. Innovative CARES ACD software turns caller data into actionable information, giving agents and supervisors the tools they need to deliver more one-call resolutions and satisfy more loyal customers.
CenturionCARESACD has been designed to support a number of routing procedures that can accommodate varying client call handling needs.
Programmable Routing - Offers full programming flexibility to route calls based upon factors such as time of day, day of week, call origin (ANI), Agent skill set, or dialed number (DNIS).
Skills Based Call Routing – Caller is serviced by the agent most knowledgeable about their needs. Supervisors define and assign skills to contact center agents within their split.
Dynamic Port Allocation (DPA) Routing - Dialed Number Identification Service (DNIS) launches an application or routes a call based on the number the caller dialed into. DPA eliminates the need to dedicate ports for inbound traffic, making more efficient use of available ports.
Call Priority Routing - allows CARES system to seamlessly route different callers to agents based on types of accounts held, account status, or importance of caller.
Additional features of the CARESACD system include:
CTI/Screen Pop - Caller information readily available to agent
Quality Assurance Tools- Voice and Screen recording
Real Time Monitoring Tools - Both Agent and Supervisor initiated
Extensive Reporting Options – Over 110 standard reports available
