Overview of Business Advocate
14 Avaya Business Advocate User Guide February 2006
This section includes the following topics:
●The importance of contact centers on page 14
●Why Avaya Business Advocate?on page 14
●Traditional contact centers versus Business Advocate contact centerson page 15
●Matching your needs with Business Advocate solutions on page 15
The importance of contact centers
Contact centers have long been recognized as the front line in sales and customer service, and
have more recently been acknowledged in customer relationship management. Without contact
centers, businesses would reach fewer customers and fewer markets, resulting in lower sales
and loss of customer loyalty. Lost opportunities would go instead to companies that cater to
customer demand for information, convenience, and choice.
As contact centers have become more strategic to business success, more demands have
been placed them. Often these demands require the center to segment callers to handle some
calls differently from others. This allows the business to meet different caller expectations,
entitlements, needs, or opportunities. The ability to effectively meet these differences can result
in greater customer acquisition, higher sales, better customer retention, and higher profitability.
While customer segmentation can provide a greater opportunity for effectiveness, it also creates
challenges in a traditional contact center that make it difficult for contact center managers to
manage costs effectively while meeting the goals of the business.
Why Avaya Business Advocate?
Business Advocate has predictive components that determine how long customers will wait
based on the call-handling decisions for any available agent. Business Advocate considers
such questions as:
●If one call is taken, how long will the other call wait until another agent is available to take it?
●Which call benefits the most by being served now, and which suffers the most by being
forced to wait?