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