SOCIAL TECHNOLOGICAL CONNECTION

COMMUNICATIONS

WHERE IS YOUR FOCUS?CULTURE, BRAND? MARKET PLACE POSITION?

WHERE IS YOUR FOOT PRINT?

Not All Communication Is Created Equal

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IN HOUSE – VIRTUAL-CLOUD-HOSTED

CUSTOMER CENTRIC – PEOPLE FOCUSED

DESIGN YOUR COMMUNICATION SUPRASYSTEM

VOICE RECOGNITION – MULTIPLE LANGUAGES

ROBUST FEATURES – 31 YEARS INDUSTRY PROVEN

MEASUREABLE GOALS & BUSINESS VALUES

MULTI MEDIA- CALL BACK ON DEMAND-CUSTOMIZABLE

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• MULTI-MEDIA CONTACT CENTERCOLLECTIONS- CALLER ID SKIP TRACING

RETAIL & COMMERCIAL LENDING CALL

INVESTMENTS VIP MARKETING ON BOARDING-OUTBOUND SALES AGENTLESS DIALING

• COMPLIANCE RECORDING –SCREEN RECORDINGVOICE – CALL BACK ON DEMAND

-E-MAIL – FAX – WEB CHAT -SKILL TRANSFERS TRACK IT ALL

CUSTOMER CENTRICPEOPLE FOCUSED

ORGANIZATION WIDE

31 YEARS INDUSTRY PROVEN RESULTS

OUR CLIENTS DEFINED OUR ROBUST FEATURES

TAGENT LESS DIALING

PCI COMPLIANT PAYMENTS WITH DEBIT & CREDIT CARDS THROUGH IVR

EMERGENCY BROADCASTING THROUGH IVR

INTEGRATION WITH THIRD PARTY APPLICATIONS LIKE WORKFORCE PLANNING

CUSTOMIZATIONS

DESIGN SOMETHING BESIDES THE LONG MENU SYSTEM WITH A LARGE SELECTION TREE? WE DO THAT!

FASTER ACCESS? WE DO THAT!

BRAND YOUR MESSAGE?WE DO THAT!

WOW THE CLIENT AND MAKE RAVING FANS? WE DO THAT!

LISTEN AND TAKE ACTION ON FEED BACK WITH LIVE SURVEY? WE DO THAT!

QUALITY ASSESSMENT SCORING? WE DO THAT!

Integration with SELF SERVICE

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MULTIFACTOR AUTHENTICATION

IN HOUSE – VIRTUAL – CLOUD - HOSTED

ENVIRONMENT OPTIONS

SINGLE SERVER – PERMISSION BASED APPLICATION

IN HOUSE

VMWARE – IVR & CALL CENTERVIRTUAL PBX SERVICES AVAILABLE

VIRTUAL

3TIER 1 DATA CENTER – FAULT TOLERANT – FULL REDUNDANCY

CLOUD

HOSTED SERVICES:2012 CENTURION HAS ADAPTED 54 CREDIT UNIONS TO THOURGH OUR PARTNERSHIPS WITH CORE PROVIDERS AND HOSTED THEIR IVR OPPORTUNITIES

CONNECT WITH US FOR YOUR OPTIONS

727-431-5214

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DEFINE & TARGET YOUR BUSINESS VALUES

MEASUREABLE GOALS

Campaign tracking – merger and acquisition on boarding process through automation. Out bound dialing with selected listings from either indirect lending, SEG based lists, or community events participation.

INCREASE MARKET SHAREBRAND COMMUNICATION

tAdd CRM to call tracking-include personal messages, or script in your Reward product messages for callers and track when they were last approached or wanted to be contacted about the item again. What channel does this person prefer to use to communicate?

RETAIN RELATIONSHIP LOYALTY

Speed of accessibility to agents and professional service associates by direct dials, voice recognition, or skill based routing and using a designed routing of calls based upon demographics, regions, caller ID or prompted information.

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WHERE IS YOUR FOCUSWHAT FOOT PRINT DO YOUR COMMUNICATIONS LEAVE?

WHERE CENTRAL UNDERWRITING OF 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 LANGUAGE – SERVICE IS SEAMLESS ROUTED THROUGH EVERY FEATURE WITH FLAWLESS LANGUAGE SELECTION

CAPTURE THE CALL TYPES AND MEASURE WHAT YOU MANAGE THROUGH CONSOLIDATED CHANNEL MANAGEMENT GOALS

MULTIPLE LANGUAGES¿HABLA ESPAÑOL

VOICE RECOGNITION

RECENT USES

TRACE SKILL SETS

SEAMLESS DIALECT

SELCTION

CRM –USING NOTES TO FOLLOW UP AND FOLLOW THROUGH ON PERSONAL CHARACTERISTICS

SUPERIOR SALES

ON BOARDING CAMPAIGN MANAGEMENT – 2 X 2 CAMPAIGN TRACKING OTHER SPECIAL MEDIA AND MARKETING PER HOUSEHOLD OR PER CALLED OPTIONS

• INTEGRATION WITH YOUR CRMCHOICE 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 CALLSINNOVATE WITH A PREDICTIVE DIALER

CALL BACK ON DEMAND WE DO THAT!

MULTI-MEDIA COMMUNICATIONS

QUEUES MANAGE VOICE, VOICE MAIL, CALL BACK ON DEMAND BOTH AUTOMATED AND MANUAL DIAL, FAXES, EMAILS, WEB-CHATS, TEXT MESSAGING. INTRODUCING THIS YEAR END SEASON SOCIAL MEDIA INTEGRATION FOR TASK ASSIGNMENTS.

MULTI-MEDIA

MOBILE BANKING AND SELF SERVE JUST DOESN’T HANDLE IT ALL – INSTEAD OF WAITING YOUR CLIENTS CAN CHOOSE TO HAVE YOU CALL THEM BACK AND IT GETS HANDLED THROUGH THE QUEUE BASED UPON YOUR SERVICE EXPECTATION PRIORITY ASSIGNMENT

CALL BACK ON DEMAND

AGENT ASSIST INSTANT MESSAGES BETWEEN THOSE AUTHORIZED FOR SUPPORT AND MENTORIING OR COACHING- INDIVIDUAL AND GROUP BROADCAST MESSAGES AND ALERTS!

INTERNAL COMMUNICATION

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SOCIAL TECHNICAL SYSTEM

DESIGN YOUR STYLE OF COMMUNICATION YOUR SUPRASYSTEM

Determine today how your communication channels impact your service and your professionals!

Ref: Brown, R. (2001) Organizational Development. NJ: Prentice Hall.

PARTNER WITH A CUSTOMER FOCUSED, PEOPLE CENTRIC SOLUTION MANUFACTURER

FAMILY OF CELEBRITY CLIENTS

JOIN THE CENTURION

LARGE OR SMALL

CENTURION

CARES ™

BUILD YOUR COMMUNICATION

SOCIAL CONNECTION

THANK YOU!

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