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Issue 5 January 1998 3-1555-230-024
3
Call Center Solutions
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.