Lucent Technologies 555-230-024 manual SIG Global Networking, Call Center

Industry Applications

Q-SIG Global Networking

Lucent Technologies has been a leader in providing equipment compatible 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 you to network differ- ent types of systems throughout the world. If, for example, you have acquired 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 shared 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 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 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 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 touch-tone devices to your rotary-phone customers. If those customers speak UK English, Parisian French, German, or Castilian Spanish, you can even use CONVERSANT’s Automatic Speech Recognition, prompting the callers to choose various options. (This will soon be available for other languages. Check with your local distributor.)

2-18Issue 5 January 1998 555-230-024