CallVisor Adjunct Switch Application Interface
These capabilities are provided by the converse command, which is an enhancement to basic call vectoring. The integration of Voice Response Units with vector processing provides the following advantages:
■Access to local and host databases
■Validation of caller information
■Text to speech capabilities
■Speech recognition
■Increased recorded announcement capacity
■Audiotext applications
■Interactive Voice Response applications
■Transaction processing applications
One of the advantages of Voice Response Integration is that it allows your callers to make more productive use of queuing time. For example, while a call is waiting in queue, the caller can listen to product information by completing an interactive voice response transaction. In some cases, it may even be possible to resolve the customer’s questions while the call is in queue. This can help reduce the workload of agents during peak intervals.
If your caller was previously queued to an ACD hunt group, position in queue will be maintained during the execution of a CONVERSANT script. If an agent on the DEFINITY system becomes available to service the call, the line to the CONVER- SANT Voice Information System is immediately dropped, and the calling party is connected to the available agent.
CallVisor Adjunct Switch
Application Interface
CallVisor Adjunct Switch Application Interface (ASAI) enhances ACD by provid- ing improved call automation. This improves agent efficiency and tracking.
Home Agent/DEFINITY Extender
Two products, Home Agent and DEFINITY Extender, allow your agents to work from home. With DEFINITY Extender, agents can use display consoles from home and work exactly as they would in an office. Home Agent offers a similar solution that enhances the capabilites of analog telephones. See Chapter 7, "Telecommuting Solutions", for more information.
Issue 5 January 1998 |
