Lucent Technologies 555-230-024 manual Call Center Solutions

Call Center Solutions 3

DEFINITY Call Center applications are designed to efficiently connect each caller with the representative best suited to serve that caller. The DEFINITY ECS begins the process by capturing information about the caller even before the call is routed. That information is integrated with existing databases (see Chapter 4, "Computer-Telephone Integration Solutions") and the combined data is used to match caller to agent. Additional DEFINITY features politely keep callers waiting in queue (a holding place for incoming calls) informed about how long it will probably take to process the call. Detailed call statistics are constantly available to agents and supervisors.

Calls coming into your DEFINITY ECS call center are queued up and routed based on information that the system continually acquires. Each of your custom- ers can be presented with a variety of options for leaving a voice message, leav- ing a fax, or monitoring the status of his or her call. Using CONVERSANT voice response software, the system can even respond appropriately to spoken infor- mation.

This section describes the DEFINITY ECS call-center capabilities:

■Automatic Call Distribution, which manages call traffic and work flow.

■Call Vectoring, which allows managers to create controlled routing scenar- ios that give each caller the best possible service at the least cost.

■Look-Ahead Interflow, which balances incoming call loads between two or more DEFINITY ECS systems.

■Call Prompting, which wallows you to handle incoming calls based on dig- its entered by the calling party.

■Expert Agent Selection, which matches the needs of your callers to the skills of your call center agents, ensuring the best possible service to the caller.

555-230-024 Issue 5 January 1998 3-1