Lucent Technologies 555-235-100 manual CentreVu Virtual Routing

5 CentreVu Virtual Routing

CentreVu Virtual Routing

CentreVu Virtual Routing is designed to help you provide the best possible service to your customers and use all your call center resources wisely and cost-effectively. CentreVu Virtual Routing allows multiple locations to work together as a single virtual call center. Its smart routing capabilities monitor and anticipate changing conditions across your virtual call center network to find the best place to deliver each call, every time.

CentreVu Virtual Routing can help you:

•save on network costs

•optimize existing resources

•balance agent workloads

•ensure consistent, reliable customer call handling and service

•equalize enterprise-wide call volume across sites or across multiple splits/skills at a single site

CentreVu Virtual Routing provides Best Service Routing - the ability to automatically deliver each call to the best place based on a combination of criteria. You can use Best Service Routing with CentreVu Advocate to make your multisite routing even more precise and effective. Once Best Service Routing delivers a call to the “right” call center or split/skill, CentreVu Advocate determines the best agent to handle the call based on your caller’s needs and the caller’s value to your business.

In addition to Best Service Routing, CentreVu Virtual Routing offers Enhanced Look-Ahead Interflow (LAI) multisite routing. Look-Ahead Interflow can help improve customer service and satisfaction by

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-20