Lucent Technologies DEFINITY ProLogix Solutions, Overview

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5 CentreVu Advocate
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-22
CentreVu Advocate
You can leverage your call center as a strategic business asset with Lucent Technologies’ innovative
CentreVu® Advocate software solution. CentreVu Advocate eliminates the chaos and randomness
associated with call handling and provides directed routing with customer-pleasing results. This
breakthrough software offers new methodology for aligning your enterprise objectives with agent and
management performance and customer needs. With CentreVu Advocate, you can drive call center
performance according to your business plan. This software application features expert routing algorithm
software from Bell Labs that lets you implement complex customer service, agent resource, and enterprise
planning strategies as a critical formula in call center operations. With CentreVu Advocate, you can
transform your call center into a powerful strategic advantage for your enterprise. CentreVu Advocate works
in conjunction with and requires Expert Agent Selection (EAS).
Advocate will provide your call center with the most innovative methods and enhanced flexibility in
selecting the optimum agent for a call or the best call for an agent. With CentreVu Advocate, you determine
which call to select the moment an agent becomes available.
CentreVu Advocate provides the following features:
•
Service Objective
This capability enables you to establish a unique service objective for each skill
in your call center. Service Objective can be used to establish different levels of
service for multiple types of calls with various media and priority handling
needs. You can match the service levels your customers expect by combining the
power of your service level plan with the power of Service Objective.