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CentreVu Virtual Routing 5 Call Center
Overview
555-233-001 — Issue 2 — November 2000
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CentreVu Virtual Routing
CentreVu Virtual Routing, a DEFINITY ONE feature, helps you provide the best
possible service to your customers while using all your Call Center resources wisely
and cost-effectively. CentreVu Virtual Routing allows multiple locations to work
together as a single virtual Call Center. Its smart routing capabilities monitor and
anticipate changing conditions across your virtual Call Center network to find the best
place to deliver each call, every time.
CentreVu Virtual Routing can help you:
• Save on network costs
• Optimize existing resources
• Balance agent workloads
• Ensure consistent and reliable customer call handling and service
• Equalize enterprise-wide call volume across sites or across multiple splits/skills at
a single site
CentreVu Virtual Routing provides Best Service Routing — the ability to
automatically deliver each call to the best place based on a combination of criteria.
You can use Best Service Routing with CentreVu Advocate to make your multisite
routing even more precise and effective. Once Best Service Routing delivers a call to
the “right” Call Center or split/skill, CentreVu Advocate determines the best agent to
handle the call based on the caller’s needs and the caller’s value to your business.
In addition to Best Service Routing, CentreVu Virtual Routing offers Enhanced
Look-Ahead Interflow (LAI) multisite routing. LAI can help improve customer
service and satisfaction by speeding the distribution of calls among locations or
skills/splits with low call volumes and long hold times.
CentreVu Virtual Routing also supports enhanced information forwarding to provide
valuable details along with each routed call. The information “attached” to each call
may include:
• Vector Directory Number (VDN)
• Caller-supplied collected digits
• Dialed Number Identification Service (DNIS)
• Accumulated time waiting
CentreVu Virtual Routing also passes along a Universal Call ID (UCID), a unique
identification “tag” that is attached to each call and remains with the call as it is
routed throughout your network. By passing Universal Call ID, CentreVu Virtual
Routing enables lifetime tracking of calls routed among Call Centers, DEFINITY
ONE systems, or adjuncts such as CONVERSANT for interactive voice response.