Lucent Technologies 555-230-024 User Manual

Wholesale Distribution

Issue 5    January 1998

555-230-024

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 AUDIX allows retailers to get product information at the touch of a button. 

For example, when a clothing retailer calls the wholesaler’s product information 
number, AUDIX presents the caller with the following options:

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For information about women’s clothing, press 1.

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For information about men’s clothing, press 2.

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For information about children’s and young adult’s clothing, press 3.

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For information about shoes, press 4.

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To speak to a representative, press 5.

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Or simply enter the extension number of the person you are trying to 
reach.

The retailer has the option of listening to the product information or having it 
faxed automatically. You can also have AUDIX call customer service representa-
tives to notify them when they receive voice messages from special customers.

Many of the DEFINITY Call Center features that we have described for other 
industries apply equally to wholesale distribution. Just as in other applications, 
for example, the system can route calls based on the time of day or the number 
of calls in queue. This allows you to have calls received after business hours 
transferred to an office that’s still open. You can also have calls transferred that 
have been waiting in queue too long.

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, differ-
ent 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

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Conversant Applications). Callers are more comfortable waiting in queue when 
they know how long the wait will be and can choose alternate options.

The DEFINITY ECS offers a wide range of Call Center features which allow cus-
tomers to order via fax, via automated voice messaging, or via expedited per-
sonal service with minimal waiting in queue.