Industry Applications
555-230-024
2-18 Issue 5 January 1998
Q-SIG Global Networking
Lucent Technologies has been a leader in providing equipment compati ble with
Q-SIG, a global standard for vendor-independent networking. Q-SIG has been
adopted by the International Standardization Organization, ensuring its accep-
tance worldwide. Lucent’s Q-SIG Global Networking allows yo u to network differ-
ent types of systems throughout the world. If, for example, you have acqui red an
office in another country that uses non-Lucent equipment, Q -SIG Global Net-
working allows you to incorporate that equipment into a DEFINITY ECS network.
The systems can work seamlessly together, through shar ed features, flexible
numbering plans and simplified network operations and management.
Call Center
Once your offices are networked together, you can set up a call center hub at
one office so that your incoming calls are handled cons istently and efficiently.
Here’s how you might set up your call center:
1. DEFINITY ECS’s Automatic Call Distribution routes the calls to your hub
office.
2. The system identifies the country from where the call o riginated.
3. In the caller’s native language (English, Parisian Fren ch, German, or
Castilian Spanish — other languages available soon), a CONVERSANT
system asks the caller for his or her account number and type of
transaction desired.
4. The call is routed to an agent who speaks the caller’s language.
5. The CallVisor ASAI provides the agent with the c aller’s account information
on the agent’s console screen.
If the customer requires special attention, the Expert Ag ent Selection feature
sends the caller to the appropriate agent. For example, a custo mer from France
seeking information on investment opportunities is routed to a French-speaking
financial planner.
There are a few ways to accommodate those who are calling from rotary tele-
phones. The simplest way is to send the caller to an agent for per sonal attention
if the caller does not enter information immediately after being prom pted by the
automated attendant. If this solution is impractical, you can distribute inexpen-
sive touch-tone devices to your rotary-phone customer s. If those customers
speak UK English, Parisian French, German, or Castilian Spa nish, you can even
use CONVERSANT’s Automatic Speech Recognition, prompting the callers to
choose various options. (This will soon be available for o ther languages. Check
with your local distributor.)