AT&T 585-350-812 manual Advantages Using the VIS Asai Feature, Enhanced Customer Service

ASAI Overview

(the initial incoming call to the voice response unit and the second, transferred call which is delivered to an agent). With the VIS ASAI feature, a single message to the host over a single interface provides all the information needed to deliver a data screen based on data collected in a voice script.

Advantages Using the VIS ASAI Feature

The VIS ASAI feature can greatly improve the operations in your call center envi- ronment. The capabilities that this feature offers provide the following benefits to any company that receives customer calls:

■Enhanced Customer Service

Caller-dependent and region-dependent treatment for incoming calls is possible in routing and voice response applications. In addition, the direct agent calling feature available with these applications allows calls to be delivered to specific agents while maintaining accurate split measure- ments. These capabilities help to insure that calls are quickly and reliably directed to the call center resource best suited to handle them. This mini- mizes the number of transfers a caller experiences and allows callers to be serviced in a rapid, consistent, and personalized fashion and thereby improves customer satisfaction.

In data screen delivery applications, information associated with a given call is available to each agent receiving the call. This reduces customer frustration at having to repeat information to each agent. For example, a caller may be directed initially to a VIS T/R or LST1 channel where the caller is prompted through an automated voice response application. At some point the caller may request to be transferred to a live agent to dis- cuss a topic in more detail. With the VIS ASAI feature, the identity of the caller and additional information collected from the caller by the voice response application is not lost. Pertinent information from the voice response application can be saved and presented in a data screen to the live agent receiving the transferred call, thereby eliminating the need for the customer to repeat information already collected. This reduces call holding time as well as reduces customer frustration. This benefit holds true even when calls are transferred multiple times or are transferred between live agents.

■Improved Price/Performance

The co-residency of voice response and PBX-to-host gateway applications greatly improves the price/performance of the VIS ASAI feature over prior and competitive offerings. The VIS ASAI feature eliminates the need for multiple boxes with multiple interfaces to the host computer, thereby simpli- fying host application development. Access to ASAI capabilities using Script Builder minimizes the effort required to implement the VIS piece of

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