Top Technology

Phone calls with the click of a mouse!

Click-and-Connect lets site visitors trigger a regular telephone call from virtually any Internet application. By simply clicking a button or link on a web page, email, newsletter, or other HTML document, users instantly connect by phone with a live Centris Information Services agent.

Centris’ Click-and-Connect web-initiated calling service provides convenience for your customers, reduces website abandonment, and turns
site visits into sales.

• Improves lead generation: Phone leads are a proven way to generate sales.
• Increases online sales conversions: Research shows that when a shopper can interact with a live person, website abandonment decreases by 22-25% while shopping cart abandonment is reduced by up to 50% (Jupiter Research)
• Better customer service: Provides “content-aware” calling and greater customer convenience.
• Greater user satisfaction: Gracefully transitions and elevates the user experience from person-to-machine to person-to-person communication.
• Smarter Marketing decisions: Call tracking capability allows advertisers to quantify marketing efforts and reallocate media spend more effectively.

It may be cost prohibitive to have live agents handle some types of inbound customer service calls. However, with Centris’ sophisticated inbound teleservices, we can automate the process and directly interface with your IT systems to update your database with appropriate information.

Centris’ Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate agent or process. The Centris IVR system accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, callback, e-mail and perhaps other media.

The application provides pre-recorded voice responses for appropriate situations, keypad signal logic, access to relevant data and, potentially, the ability to record voice input for later handling.  Using computer telephony integration (CTI), Centris’ IVR applications can hand off a call to a human being who can view data related to the caller at their display.

Common IVR applications include:

• Automate account information, balance inquiry, and simple transactions, like transfers or payments.
• Manage surveys and polls
• Simple order entry transactions
• Automate incoming calls from subscribers requesting their newspaper delivery be put on hold while on vacation.
• Selective information lookup (movie schedules, etc.)

IVR benefits:

• Backed up by easy access to an agent to help if the caller has difficulty.
• As little as 1/5 of the cost of agent handling.
• Positive impact on your program ROI.

Centris’ sophisticated ACD technology intelligently routes incoming telephone phone calls when they are answered to an available agent, thereby significantly reducing or eliminating the amount of “hold time” for inbound customer calls.

Additionally, Centris’ integrated and proprietary ACD / IVR systems can route calls based upon caller identification (caller’s phone number), dialed number (e.g. 800#), time of day, and other customer defined criteria. Calls can also be assigned to specific agents based upon the knowledge set of these phone representatives who are divided into different skill groups or account teams.

Skills based routing (SBR) is a call assignment strategy that Centris uses to assign incoming calls to the most suitable agent, rather than simply choosing the next available agent. Centris enables you to select a dedicated team of customer service professionals trained in the specifics of your particular program and provided with integrated access to your internal CRM system.

Use Centris Web-Based Screen Sharing to enhance customer experience.

Centris agents can show solutions to customers’ problems on their desktop while providing verbal explanation over the phone. With the customer’s permission, an agent can see the customer’s computer screen and even remotely control his or her keyboard and mouse.

Key Benefits:

1. Increase productivity by adding desktop sharing capability to everyday communication.
2. Reduce operational costs associated with customer acquisition and customer support.
3. Increase sales by enhancing interaction with customers and prospects.

Easily show any Web page or document and demo any software application.

With Centris’ Web Share, agents can view Web pages, share account information, and tour applications with customers around the globe as easily as if they were side-by-side.  Instantly sharing business-critical information or Web content greatly enhances your customers’ online experience, improves revenue and sustains customer loyalty.

Provide remote support and remote maintenance.

Switching presenter rights allows agents to see the computer screen of your customer. In addition, Centris can request remote keyboard and mouse control to solve technical problems quickly and easily.

Web Share technology is completely secure.

Session information transmitted between computers is compressed and encrypted to ensure that your sessions are always secure.

Centris delivers performance you can count on with a rich set of features, always-on reliability, and high-level security.

Centris utilizes IEX TotalView Workforce Management Software, a powerful tool that helps forecast staffing needs, schedule representatives’ time, and effectively manage change every day. Some of the benefits of IEX Workforce Management include:

With IEX Totalview, our Worforce Management experts schedule the right agents with the right skills at the right time!