Lucent Technologies unveiled new
technology for its CentreVu Call Center Solutions, describing it as “a
breakthrough” that fundamentally changes the way call centers balance
customer care with operating efficiency.
Lucent’s new expert software–called CentreVu Advocate and CentreVu Virtual
Routing–uses five predictive algorithms to solve the traditional call
center problem. The company defines that problem as: How to simultaneously
provide individual customer care faster, leverage agent expertise and time
more effectively, increase revenue, reduce operating expenses and simplify
call center management.
Dan Carroll, VP, Large Systems Markets, at Lucent, said: “The software
technology we announced today is an industry first that takes the call
center to a higher level of productivity and efficiency, making it even
more of a strategic asset. Lucent’s unique call center solution makes it
easier for agents to give callers the type of white glove service that
generates customer loyalty and sales, but at a lower cost to the business.”
CentreVu Advocate and CentreVu Virtual Call Routing will be generally
available in the United States in Q2 1998 and worldwide by the end of the
year. Prices range from $20,000 to $160,000 based on the size of the call
center.