With
Avaya Business Advocate, you can drive call center performance
according to your business plan. This application features
predictive and adaptive software from Avaya Labs, which
can help you to implement effective strategies for customer
service, as well as agent resource strategies and enterprise
planning strategies, as critical formulas in your call
center operations.
Avaya Business Advocate uses your business objectives to match multi-skilled
agents with waiting
customers to improve customer service
and sales effectiveness.
It looks at the needs of callers, their potential business
value, and their desire to
wait. It also analyzes the skills of your agents and
predicts how soon they will likely become available.
It then decides which of your agents should be matched
to which callers-not necessarily the caller who has
waited longest, but the one whose immediate service
may bring the greatest value to your company.
Avaya Business Advocate can control caller wait time, which means that calls
won't have to be answered by second-string staff. When call load increases, Avaya
Business Advocate uses its reserve agent feature to activate additional agents
automatically to help you handle the increase in volume, helping to reduce the
number of abandoned calls and preserve your revenue. It can also assist with
agent retention by allocating the number of calls to agents fairly, which can
eliminate "hotseats." Avaya Business Advocate can also lower your network
costs by closely matching your agents' skills to customer profiles for reduced
call times, abandons, and callbacks. |
