CenturionCARES IVR Solution
CenturionCARES
App Overview
CARES IVR and ACD solutions allow you to provide great customer experiences. Whether its 24-hour access through convenient self-service or personalized agent interactions, CARES lets you deliver everything your customers expect. Its reporting function delivers vital information when you want it, where you want it, and how you want to see it. You’ll get accurate real-time and historical data to support informed, strategic decisions impacting call center operations and your organization as a whole. Cares’ QA solution ensures your high standards are protected, and superior service is delivered each and every time. Screen & Audio Recording CARES Survey Real-Time Monitoring & Coaching Agent Scorecard CARES Reports
Benefits of the CenturionCARES IVR
Intelligent Routing
Positions agents for success by automatically directing calls based on agent's skill set. Captures critical information to evaluate the customer’s true need and matches them to best available agent.
Pre-Authenticate
CARES identifies the customers while they wait in queue. Pre-Authenticating the caller saves the agent time by collecting information on the customer and prepopulating it to the agent.
Screen-Pop
CARES provides agents with screen pops of customer information as calls are directed to agents allowing them to provide fast, efficient, personalized service.
Features
- Fully featured IVR capabilities
- Pre-Authenticate the caller in queue to save call resolution time.
- Screen-Pop and populate the Agent screen
- Intelligent Routing - Direct Calls based on agent skills required.
- Hyperlinks to key resources for one call resolution.
- IVR for Credit Unions provides highly effective telephony services
- Protects valuable staff time
- Lower cost per transaction
- Guidance for best practices and rollout
Compatibility & System Requirements
| Partner Version | Mitel Product | Mitel Version | Technical Documents |
|---|---|---|---|
| CenturionCARES 14.4 | MiVoice Business - Flex | 9.1 | HO3868 |
Certification
Compatible: The 3rd party solution or service is globally interoperable with Mitel Products and is eligible for Mitel MSA Support.
How to Get
Please contact CenturionCARES https://www.centurioncares.com/
Support
Application support: Please contact CenturionCARES www.centurioncares.com
Integration support: Please contact your Mitel Channel Partner/Reseller.
About CenturionCARES
Founded in 1981 as a systems integrator, the past three decades has seen CenturionCARES emerge as a sole-source designer and manufacturer of intelligent Cloud and Premise-based Contact Center Software. Featuring CARES ACD, CARES IVR and CARES FLEX (Remote Agent) solutions, our omni-channel platforms integrate seamlessly and evolve along with the needs of our clients as a future-proof investment that continuously delivers exceptional customer service experiences through live agent and automated interactions. For over 40 years, CenturionCARES has been a valued partner to financial institutions, public and private utilities, enterprises, and government agencies nationwide. CenturionCARES is headquartered in Oldsmar, FL, with engineering and support facilities in Waukesha, WI, and additional staff throughout the country.
Website:https://www.centurioncares.com/