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DEFINITY Enterprise Communications Server Release 8.2
Overview
555-233-002
Issue 1
April 2000
Call Center Features
91
7 —Call Center Features
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 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 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.
Figure 12 summarizes how you might set up a DEFINITY Call Center.
233002_1.book Page 91 Monday, February 21, 2000 8:28 AM