This document discusses communication systems and contact centers. It highlights that customer focus and people are most important. It promotes a robust feature set from a company with 31 years of industry experience. The company offers in-house, virtual, cloud-based, or hosted solutions. It emphasizes measurable goals, multi-media capabilities like voice recognition in multiple languages, and customization.

1. COMMUNICATIONS
SOCIAL TECHNOLOGICAL CONNECTION

2. Not All Communication Is Created Equal
WHERE IS YOUR FOCUS?
CULTURE, BRAND? MARKET PLACE POSITION?
WHERE IS YOUR FOOT PRINT?
1 CUSTOMER CENTRIC – PEOPLE FOCUSED
cu
2 ROBUST FEATURES – 31 YEARS INDUSTRY PROVEN
✓ 3 IN HOUSE – VIRTUAL-CLOUD-HOSTED
4 MEASUREABLE GOALS & BUSINESS VALUES
5 VOICE RECOGNITION – MULTIPLE LANGUAGES
6 MULTI MEDIA- CALL BACK ON DEMAND-CUSTOMIZABLE
7 DESIGN YOUR COMMUNICATION SUPRASYSTEM

3. CUSTOMER CENTRIC
PEOPLE FOCUSED
•MULTI-MEDIA CONTACT CENTER
COLLECTIONS- CALLER ID SKIP TRACING
RETAIL & COMMERCIAL LENDING CALL
INVESTMENTS
VIP MARKETING
ON BOARDING-OUTBOUND SALES
AGENTLESS DIALING
•COMPLIANCE RECORDING –SCREEN RECORDING
VOICE – CALL BACK ON DEMAND
-E-MAIL – FAX – WEB CHAT
-SKILL TRANSFERS TRACK IT ALL
ORGANIZATION WIDE

4. OUR CLIENTS DEFINED
OUR ROBUST FEATURES
31 YEARS INDUSTRY PROVEN RESULTS
Integration with SELF SERVICE CUSTOMIZATIONS
DESIGN SOMETHING BESIDES THE TAGENT LESS DIALING
1 LONG MENU SYSTEM WITH A LARGE 2
SELECTION TREE? WE DO THAT! PCI COMPLIANT PAYMENTS WITH
DEBIT & CREDIT CARDS THROUGH
FASTER ACCESS? WE DO THAT! IVR
BRAND YOUR MESSAGE?WE DO THAT! EMERGENCY BROADCASTING
THROUGH IVR
WOW THE CLIENT AND MAKE RAVING
FANS? WE DO THAT! INTEGRATION WITH THIRD PARTY
APPLICATIONS LIKE WORKFORCE
LISTEN AND TAKE ACTION ON FEED PLANNING
BACK WITH LIVE SURVEY? WE DO THAT!
MULTIFACTOR AUTHENTICATION
QUALITY ASSESSMENT SCORING? WE
DO THAT!

5. ENVIRONMENT OPTIONS
IN HOUSE – VIRTUAL – CLOUD - HOSTED
IN HOUSE
HOSTED SERVICES:
1
SINGLE SERVER – PERMISSION
BASED APPLICATION
2012 CENTURION HAS
ADAPTED 54 CREDIT UNIONS
TO THOURGH OUR
VIRTUAL
PARTNERSHIPS WITH CORE
2
VMWARE – IVR & CALL CENTER PROVIDERS AND HOSTED
VIRTUAL PBX SERVICES
AVAILABLE THEIR IVR OPPORTUNITIES
CLOUD CONNECT WITH US FOR YOUR
OPTIONS
TIER 1 DATA CENTER – FAULT
3 TOLERANT – FULL 727-431-5214
REDUNDANCY

6. MEASUREABLE GOALS
DEFINE & TARGET YOUR
BUSINESS VALUES
INCREASE MARKET SHARE RETAIN RELATIONSHIP
BRAND COMMUNICATION LOYALTY
1 Speed of accessibility 2 Campaign tracking – 3 tAdd CRM to call
to agents and merger and tracking-include
professional service acquisition on personal messages,
associates by direct boarding process or script in your
dials, voice through automation. Reward product
recognition, or skill Out bound dialing messages for callers
based routing and with selected listings and track when they
using a designed from either indirect were last approached
routing of calls based lending, SEG based or wanted to be
upon demographics, lists, or community contacted about the
regions, caller ID or events participation. item again. What
prompted channel does this
information. person prefer to use
to communicate?

7. WHERE IS YOUR FOCUS
WHAT FOOT PRINT DO YOUR COMMUNICATIONS LEAVE?

8. VOICE RECOGNITION
MULTIPLE LANGUAGES
¿HABLA ESPAÑOL
WHERE CENTRAL UNDERWRITING OF
RECENT USES LOANS IS USED…ASK CLIENTS TO SPEAK
THEIR NAME INSTANT CONNECT TO THEIR
APPROVING LOAN OFFICER IF ALREADY
APPROVED RECORD THE
CONGRATULATORY MESSAGE USING IVR.
WHEN YOUR CLIENT CHOOSES THE
SEAMLESS LANGUAGE – SERVICE IS SEAMLESS
DIALECT ROUTED THROUGH EVERY FEATURE WITH
FLAWLESS LANGUAGE SELECTION
SELCTION
CAPTURE THE CALL TYPES AND MEASURE
WHAT YOU MANAGE THROUGH
TRACE SKILL
CONSOLIDATED CHANNEL MANAGEMENT
SETS GOALS

9. SUPERIOR SALES
CRM –USING NOTES TO FOLLOW UP AND FOLLOW
THROUGH ON PERSONAL CHARACTERISTICS
•INTEGRATION WITH YOUR CRM
CHOICE OF SCREEN POP
-SET TASK ASSIGNMENTS FOR FOLLOW UP
SET CALL TYPES OR OTHER DROP DOWN
SELECTIONS
Quality Assessment Score Cards group & agent
•CAPTURE OTHER CALL ID INFO
USE FOR SKIP TRACING
-CREATE SCRIPTING FOR OUT BOUND CALLS
INNOVATE WITH A PREDICTIVE DIALER
ON BOARDING CAMPAIGN MANAGEMENT – 2 X 2 CAMPAIGN
TRACKING OTHER SPECIAL MEDIA AND MARKETING PER
HOUSEHOLD OR PER CALLED OPTIONS

10. MULTI-MEDIA COMMUNICATIONS
CALL BACK ON DEMAND WE DO THAT!
MULTI-MEDIA
QUEUES MANAGE VOICE, VOICE MAIL, CALL BACK ON DEMAND BOTH AUTOMATED AND
1
MANUAL DIAL, FAXES, EMAILS, WEB-CHATS, TEXT MESSAGING. INTRODUCING THIS YEAR END
SEASON SOCIAL MEDIA INTEGRATION FOR TASK ASSIGNMENTS.
CALL BACK ON DEMAND
MOBILE BANKING AND SELF SERVE JUST DOESN’T HANDLE IT ALL – INSTEAD OF WAITING
2 YOUR CLIENTS CAN CHOOSE TO HAVE YOU CALL THEM BACK AND IT GETS HANDLED
THROUGH THE QUEUE BASED UPON YOUR SERVICE EXPECTATION PRIORITY ASSIGNMENT
INTERNAL COMMUNICATION
AGENT ASSIST INSTANT MESSAGES BETWEEN THOSE AUTHORIZED FOR SUPPORT AND
3 MENTORIING OR COACHING- INDIVIDUAL AND GROUP BROADCAST MESSAGES AND ALERTS!

11. DESIGN YOUR STYLE OF
COMMUNICATION YOUR SUPRASYSTEM
Determine today
how your
communication
channels impact
your service
and your
professionals!
SOCIAL TECHNICAL
SYSTEM Ref: Brown, R. (2001) Organizational Development. NJ: Prentice Hall.

12. JOIN THE CENTURION
FAMILY OF CELEBRITY CLIENTS
LARGE OR
SMALL
BUILD YOUR
COMMUNICATION
SOCIAL
CONNECTION
PARTNER WITH A CUSTOMER
CENTURION
CARES ™
FOCUSED, PEOPLE CENTRIC
SOLUTION MANUFACTURER

13. THANK YOU!
WWW.CENTURIONCARES.COM
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