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CentreVu Call Management System (CMS) 5 Call Center
Overview
555-233-001 — Issue 2 — November 2000
5-
12
CentreVu Call Management System (CMS)
The performance of the CentreVu Call Center is critical to your business success. The
CentreVu Call Management System (CMS) supplies the tools needed to use the
knowledge of the present as well as the past to improve performance in the future.
Call Center supervisors and managers can answer questions about call handling,
agent workload, and traffic capacities to create a Call Center that delivers maximum
productivity while controlling expenses.
CentreVu CMS offers you one of the most comprehensive and advanced Call Center
management systems in the industry. CentreVu CMS has sophisticated control
mechanisms and reporting capabilities for effective management of Call Centers of
all sizes, including multi-location operations.
CentreVu CMS provides a comprehensive array of real-time and historical reports on
virtually every aspect of Call Center operations. Managers can get real-time reports,
updated as often as every three seconds, and historical reports that summarize call
data into daily, weekly, or monthly totals.
Enhanced features built into the standard software include customization of real-time
and historical reports, exception notification, and the ability to design, test, change,
and store call vectors in real-time. These features allow your Call Center managers to
fine-tune the Call Center on the fly to maintain peak performance levels. You will be
able to quickly:
• Analyze trends
• Establish performance benchmarks
• Plan new marketing or customer service campaigns
• Match personnel resources to caller volumes and skill needs
• Identify areas for productivity gains and cost savings
• Identify training needs by agent and application
Optional features include Multiple ACD reports and “what if” forecasting. CentreVu
CMS provides the information needed to manage the people, traffic load, and
equipment in an ACD environment.
CentreVu CMS operates on a Sun SPARCserver or Ultra enterprise 3500 platform
with a high performance reduced-instruction-set computer (RISC) processor in
conjunction with the ACD features of CentreVu Call Center. Status information is
sent to CentreVu CMS from the DEFINITY ONE while ACD activities are in
progress. This information includes specific event data on calls by agent, agent group,
station, queued calls, trunks, trunk groups, and agent actions. With optional Call
Vectoring, vector and Vector Directory Number (VDN) data is also tracked and
stored. CentreVu CMS provides the information needed to manage the people, traffic
load, and equipment in an ACD environment.
Note:
DEFINITY ONE does not support the CMS High Availability option.