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Industry Applications
Q-SIG Global Networking
Lucent Technologies has been a leader in providing equipment compatible with
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 consistently 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 originated.
3.In the caller’s native language (English, Parisian French, 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 caller’s account information on the agent’s console screen.
If the customer requires special attention, the Expert Agent Selection feature sends the caller to the appropriate agent. For example, a customer from France seeking information on investment opportunities is routed to a
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 personal attention if the caller does not enter information immediately after being prompted by the automated attendant. If this solution is impractical, you can distribute inexpen- sive