5 Call Center Solutions
DEFINITY ProLogix Solutions Call Center applications are designed to connect each caller efficiently to the representative best suited to serve that caller. DEFINITY ProLogix Solutions begins the process by capturing information about the caller even before the call is routed. That information is integrated with existing databases (see Chapter 7, “Computer Telephony Integration Solutions”), and the combined data is used to match the caller to the 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 the agents and their supervisors.
Calls coming into your DEFINITY ProLogix Solutions call center are queued up and routed based on information that the system continually acquires. Each of your customers can be presented with a variety of options for leaving a voice message, leaving a fax, or monitoring the status of his or her call. Using CONVERSANT voice response software, the system can even respond appropriately to spoken information.
This section describes DEFINITY ProLogix Solutions
•CentreVu Call Management System (CMS)
•CentreVu Supervisor
•CentreVu Explorer II
•Automatic Call Distribution, which manages call traffic and work flow
•Basic Call Management System, which provides call management reporting for smaller call center operations
DEFINITY ProLogix Solutions Release 2 Overview | Issue 2 June 1999 |
