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2-4 Issue 5 January 1998
to. The communications system must therefore be flexible enough to handle fluc-
tuating call volume while satisfy each caller’s particular needs. Here’s how
DEFINITY ECS’s Call Center tools meet these needs:
■ Automatic Call Distribution routes incoming calls to a group of operators
who use equipment that allows them to handle multiple calls. As additional
calls come in, they are placed in queue. When the queue gets too long,
the overflow calls are automatically routed to standby operators during
periods of high call volume. Display telephones alert the standby
operators that they are handling overflow calls.
■ The Expected Wait Time feature provides a reliable estimate of the time a
caller will wait in queue before being connected to an agent. Based on
that time, different choices are presented to the caller, such as remaining
in queue, leaving a message for a later callback, or transferring to
automated services (on I
NTUITY Conversant Applications). Callers are
more comfortable waiting in queue when they know how long the wait will
be and can choose alternate options.
■ Call Management Software keeps statistics on number of abandoned
calls, average length of call, average wait time, etc. so you can manage
staff and track productivity.
■ Expert Agent Selection and Call Prompting allow callers to identify special
needs (such as language) and preferences and routes those calls to the
appropriate operators.
The Internet also provides an important link to the outside world. Lucent’s net-
work access products
— Acculink Access Controller and Acculink Bandwidth
Controller
— provide high-speed access while still managing resources effi-
ciently. This can obviate the need for additional lines and equipment.
Teach Many Students for Low Cost
Educators now have many options for making the most of their resources while
providing a top quality education for many students. DEFINITY ECS provides effi-
cient, integrated access to both the school and to world-wide resources:
■ DEFINITY ECS’s “Distance Learning” video tools overcome barriers of time
and distance by allowing students to work together and access classroom
information regardless of location.
■ Acculink access to the Internet (see "Communicate Easily with the Outside
World") can put information at the fingertips of many students without
wasting network resources.
■ Speakerphones or more sophisticated interactive video tools allow distant
experts to share knowledge with students in the classroom.