Centurion has been delivering customizable communication solutions to companies and government agencies since 1981. At the core of their system is the integrated call center software, CARES™ (Communication and Relationship Engagement Solution). Beyond call center functionality, CARES™ offers Automatic Call Distribution (ACD), QA recording, outbound notification, workforce management, and Interactive Voice Response (IVR).
Each feature can be purchased separately and easily integrates into your existing PBX system. CARES™ is easily tailored to fit a company's unique needs. Modules can be added as a business grows. Their algorithm is able route calls to employees specializing in the appropriate skill. This increases overall efficiency by matching incoming calls with call data. Quality Assurance teams have access to recording and reporting information in real-time.
The system also comes with a supporting CRM system where users are able to track all client interactions. This information is then used to manage front and back office operations, business relationships, and analyze data to build targeted sales campaigns.
Centurion’s CTI (computer-telephony integration) merges various means of communication with a user's computer. This feature assists with automated dialing, phone and data transfers, call routing, web-requests, and agent state control.
Their Outbound Notification simplifies the process for reaching large lists of contacts via email, phone, fax, or text. The speaking portion can be adjusted at any time, and the CARES Survey Module tracks responses and feedback.
We’ve found Centurion to be a great fit for small to large call center teams within organizations.