Overview
Avaya Business Advocate User Guide February 2006 15
Traditional contact centers often lack flexible methods for meeting their goals. Business
Advocate, on the other hand, allows the contact center's goals to be incorporated into every
decision to help keep service at the right level for each type of call. For example, a traditional
contact center can prioritize its “Premier” customers over its “Good” customers through the use
of queue priorities. If, however, a Good customer has waited several minutes, should a newly
arriving Premier call be given priority over the waiting call? In this example, Business Advocate
could provide Premier customers with a better level of service than Good customers, without
creating the problems that lower-priority calls often experience.
A traditional contact center often multiqueues or overflows calls to back-up groups to try to meet
service level goals. This often results in groups exchanging work and agents spending more
time in their back-up roles than in their primary roles. Customer satisfaction, revenue, and even
productivity can be affected. Business Advocate not only detects when a skill needs the extra
help of back-up agents, it also detects the need before customer wait time has risen too high.
Business Advocate automates the activation of back-up agents and returns them to their
primary roles when problems are resolved. As a result, centers using Business Advocate no
longer need to dedicate managers to monitoring performance and intervening by moving calls
or rearranging agents. By spending less time on manual intervention, managers can turn their
attention to coaching, planning, or other meaningful management work.
Business Advocate also provides benefits for agents. Business Advocate can distribute calls in
a way that promotes fairness among agents. It also provides the ability to deliver a specific
mixture of calls to agents to provide a more equitable opportunity for compensation.
If your contact center is facing operational challenges that are keeping it from becoming the
strategic asset that your business needs, Business Advocate can help you break through the
barriers.
Matching your needs with Business Advocate solutionsHere are just a few ways that you can use Business Advocate to meet your business needs:
●Use the Service Objective feature to give the right level of service to each skill. This feature
will help you to align service with customer expectations and maximize revenue
opportunities.
●Activate the Dynamic Queue Position option to segment customers according to customer
value, entitlement, or expectations, without increasing the number of skills in the contact
center. This feature allows you to define service levels at the Vector Directory Number (VDN)
level and route the calls from several VDNs to a single skill.