Technology
People Power Technology, Technology Powers People
Technology serves one purpose, to empower people to deliver results. Designing the right systems and technology can propel you to places you never thought possible. Conversely, the wrong technology can suppress a company’s vision and true capabilities. At Center Partners, we design all systems and processes in collaboration with cross-functional teams that include you, our business partner. This ensures that the correct technology is utilized in every environment.
Call Center
Advanced Call Center applications strengthen clients' service reputations
Center Partners uses an integrated suite of advanced call center applications to efficiently manage the entire customer contact lifecycle...from acquisition, retention and care...to cross-sell/upsell, winback, and loyalty marketing efforts. Predictive and live workforce management platforms ensure that we meet and exceed best in class call handling performance measures. Integrated CTI with auto population to the agent desktop, online searchable knowledge bases, autoscript writer, as well as customized industry customer contact handling tools, help our agents serve your customers with precision, accuracy and efficient responses. The speed and efficiency with which our systems respond to customer issues continually strengthens our clients’ reputation for service.
CPU/Storage
Housing individual tables with millions of critical customer information records requires data storage capabilities with high disk performance, error recovery, and fault tolerance. Center Partners’s RAID solution offers just that with the ability to scale to accommodate quick needs for increased storage Center Partnersity. The success of our clients depends on our ability to protect, preserve and manage their data in a manner that is not only efficient and reliable, but one that ensures compliancy to both regulatory and corporate policies. Our solutions provide better business value through unified management, data center consolidation, investment protection, high availability, a full portfolio of of services, and total solution deployment.
Call Routing
Center Partners applies the latest advancements in ACD routing, with more than
350 call queuing and call prompting definition options, including:
Through Expert Agent Selection, we match the needs of your customer to the performance skills of the agents, ensuring the best possible service to your customers for each and every call. Center Partners’ advanced autodialing systems use a patented dialing algorithm, SmartPace® VI, to improve efficiency, eliminate wasted dials and ensure 100% compliance to federal marketing regulations.
Chat/Collaboration
Center Partners uses WebLine chat/web collaboration technology to provide web customers with live assistance via multimedia-enhanced, show-and-tell interactions. Two-way visual collaboration enables our agents to share information with customers over the Web—including web pages, forms, or applications—while conducting a voice conversation or text chat, using nothing more than a common Web browser. Shared form access, virtual assisted navigation and online product demonstrations reduce sales and application cycles, increase upsell/cross-sell opportunities, and deliver timely, relevant information to the web-enabled customer.
CTI
Computer/Telephony Integration (CTI) is the combination of telephone and computer technology. This combination enables voice and data processing equipment to work together so that people and systems can exchange information more quickly, easily, and efficiently.
Center Partners utilizes NetMergeTM Call Processing Software for developing CTI applications. This technology enables Center Partners to create applications that monitor and control calls within our call-center environment and is utilized for standard telephony activities such as making, transferring, and receiving calls. More advanced capabilitities include retrieving information for a call or displaying caller data elements before our CSRs answer the phone. In addition to the database integration for the call-pop activity, Center Partners integrates with other technologies such as IVR, Voice Mail and fax machines.
Data Center
Center Partners’ dual data centers provide critical redundancy and backup for all program data. With the highest levels of system security, we can process virtually unlimited data and voice traffic, with excellent speed and 100% system performance stability. Advanced security monitoring tools, auto system upgrades and multiple firewall technologies protect Center Partners’ Hewlett Packard dual data centers. Processing capabilities of more than 6 terabytes of raw customer data and a fully-networked data configuration provides a self- healing, self-monitoring system – capable of meeting any clients’ peak processing needs.
Disaster Recovery
Center Partners carefully plans for 100 percent business continuance. Your brand image and attention to your customers will be continually protected by full system tool redundancy, an integrated network hub to allow for immediate transfer of volumes, and full back-up and recovery procedures. 24/7 help desk personnel are available to manage both center and client issues – with advanced permission for real-time resolution. Our business continuance solutions ensure continuity in the face of unforeseen or difficult circumstances, giving you the assurance that your brand image and customer experiences are protected.
Center Partners solutions include:
Center Partners clients are assured that should a disaster strike, their customers will receive a continuous level of service from Center Partners.
Email
Center Partners’ Kana Response tool provides advanced automated response to routine and frequently asked questions, differentiating your company by exceeding your competitors‘ customer response rates. The Center Partners solution reduces these routine interactions in favor of event-triggered, personalized message responses that enhance the customer experience. Auto-pop surveys, outbound message alerts and complex live agent email response are just a few of the ways our teams have deployed these tools to deliver an exceptional customer experience.
Information Management Center
Center Partners’ Information Management Center (IMC) automatically and continuously monitors every aspect of our technological platform, ensuring threshold performance levels are maintained. Using a variety of automated data monitoring and collection techniques to analyze all transactions within business applications, we detect inappropriate and suspicious activities that indicate errors, control overrides or fraud. Advanced auto notifications alert Center Partners’ IT teams to proactively deploy back up and redundant and/or additional intrusion protection tools...prior to their impact on performance. As a result, our clients are assured of rapid resolution to potential network or systems performance problems.
IVR
Center Parnters’ Interactive Voice Response (IVR) solutions enable our clients to leverage sophisticated self-response voice and speech technologies. These solutions are designed to increase your busy customers’ call satisfaction, reduce live agent response, and/or increase the personalization of the live agent interaction. In-house script consultants assist Center Partners clients in expanding their usage of IVR technology and designing a complex tree response system that provides quality automated service and builds customer loyalty. As a key element of Center Partners’ lifecycle management process, we will develop a detailed customer response survey within an IVR format to proactively track customer feedback.
Quality Technologies
Center Partners’ uses Witness Systems as standard voice and data monitoring technologies. Witness automatically records voice and screens for playback, scoring and review. Supervisors and quality assurance specialists observe CSR system activity, record calls, and capture evaluations into an advanced reporting system. CSRs can listen to their calls independently or with the team supervisor, as well as review results of their call evaluations.
Reporting
In addition to the switch-based reporting capabilities of the Avaya CMS, Center Partners offers web-based reporting access to provide clients with as much insight as they require. Center Partners’ reporting solution provides online operational data reporting to center teams, allowing them to access real-time performance against goals, providing immediate statistical announcements to CSRs. Using Cognos PowerPlay®, Center Partners can create and deploy highly formatted, interactive On-Line Analytical Processing (OLAP) reports using reported data from the previous day’s activity. Cognos continuously refreshes and segments data elements to provide near-real time, ad hoc report query capabilities. Cognos gives immediate insight into individual performance and allows Center Partners to request elemental data reports of variable groupings. Our solution uniquely allows us to meet internal and external objectives for planned and, most importantly, ad hoc reporting requirements.
Security
Center Partners employs a multi-level array of security measures to preserve each client’s brand image, confidentiality and assets. Dual firewalls, network security tools, password protection and physical access security to all data networks are standard parts of our processing environment. In addition, Center Partners employs advanced self-detecting and auditing systems to control physical and logical access, identification and authentication, and proxy access.
Center Partners’ dual data centers provide critical redundancy and backup for all program data. With the highest levels of system security, we can process virtually unlimited data and voice traffic, with excellent speed and 100%.
Voice Technologies
Center Partners’ Voice Technologies solution brings customers a choice of inbound, outbound, self-service and blended telephone interactions. Extensive bandwidth, along with dual DS3 and fiber optic cable lines, provides a critical redundancy and high voice quality. Voice Signal Compression eases voice bandwidth requirements, and long-term partnerships with industry leading providers allow Center Partners to leverage in-house acquisition of toll free lines.
Workforce Planning
Based on TCS technology, Center Partners optimizes staffing efficiencies through the Aspect eWorkforce Management Suite. The core component provides advanced workforce administration, including:
Each Center Partners contact center is equipped with a workforce platform equipped with CentreVu Call Management System (CMS), allowing our workforce teams to perform real-time service level monitoring. Each contact center is equipped with a workforce platform equipped with CentreVu Call Management System (CMS), allowing our workforce teams to perform real-time service level monitoring. CentreVu provides near real time visibility into contact center operations from remote locations, enhancing program visibility.