Avaya Business Advocate

Business Advocate manages all interaction: a voice communication, e-mail and a web chat – in the uniform integrated queue, providing intellectual routing of client addresses to the operator in real time.

At the same time the application considers earlier defined business priorities, profitability of transaction, a customer need, qualification and availability of operators. Business Advocate actively traces all this information and on its basis makes the decision to which of operators to connect this or that client. For example, the released operator can be connected not to that subscriber who most longer expects in queue, and with that which immediate service will give the greatest benefit.

Advantages

The maximum benefit from each call

The application allows to define segmentation rules of clients and the required service level on the basis of business priorities of the company to provide the resource allocation allowing to gain maximum benefit from each contact with the client.

It is more than control at smaller labor costs

Automatic control on the basis of the business rules set by the user means that managers can effectively coordinate work of operators and distribution of calls, without losing force and time for "manual" intervention.

Increase in efficiency of contact center

The analysis of such indicators as the predicted waiting time and reserve pool of operators, allows the application to anticipate events which can negatively affect service quality and automatically react in real time. It helps contact center to cope with peak loads and to solve other problems quickly and effectively, without causing inconveniences to clients.

Technical details

Avaya Business Advocate is started on software of Avaya Call Center and Avaya Interaction Center, facilitating integration into the solution Avaya Customer Interaction Suite.