Lucent Technologies 555-230-024 manual Call Center Solutions

Contents

	Enhance Guest Services	2-14
	Specialized DEFINITY ECS Solutions	2-15
■	Financial Services	2-16
	Control Costs	2-16
	Tenant Partitioning	2-16
	Automate Routine Transactions	2-17
	Network Regional and Global Offices	2-17
	Q-SIG Global Networking	2-18
	Call Center	2-18
	Group Video Systems	2-19
	Improve Customer Service	2-19
■	Wholesale Distribution	2-20
	Provide Convenient Access to Product Information	2-21
	Automate or Streamline Ordering Procedures	2-21
	Provide Retailer Feedback to Suppliers	2-21

3	Call Center Solutions		3-1
	■ Automatic Call Distribution (ACD)		3-2
	■	Call Vectoring	3-5
		Vector Directory Numbers and Vectors	3-6
		Applications	3-6
		Special Treatment for Selected Callers	3-6
		Night Treatment	3-6
		Off-loading of Periodic Excess Calls	3-7
		Information Announcements
		for the Calling Party	3-7
	■	Look-Ahead Interflow	3-7
	■	Call Prompting	3-8
	■	Expert Agent Selection	3-8
		Call Distribution Based on Skill	3-9
		Logical Agent	3-9
		Direct Agent Calling	3-10
		Reason Codes	3-10
	■	Voice Response Integration	3-10

555-230-024 Issue 5 January 1998 v