Lucent Technologies 555-235-100 Manual Do Utilizador
DEFINITY ProLogix Solutions Release 2 Overview
555-235-100
Issue 2 June 1999 5-1
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.
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.
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 call-center capabilities:
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Automatic Call Distribution, which manages call traffic and work flow
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Basic Call Management System, which provides call management reporting for
smaller call center operations
smaller call center operations