Lucent Technologies Business Communications Systems (BCS) has announced a solution that allows call centre managers to conveniently design and adjust call routing patterns through a graphical user interface on their PC.
Known as CentreVu Visual Vectors, it presents users with familiar, intuitive icons and graphs for building call routing patterns, called "vectors." Users create visual representations of vectors through steps common to any Windows-based PC program - by "point and click," and "dragging and dropping" elements. Written in Java, the software-based solution is a simpler and more efficient alternative to working with complex call routing tables.
To help users track the vectors as they are developed, CentreVu Visual Vectors displays call routing sequences in an easy-to-use flow chart format. The software automatically prompts users to complete each design step so routing patterns are built logically. In addition, designers can attach comments in text format so information such as announcement descriptions and routing destinations can be shared as required.
"Because vectors created for one site can easily be saved and used for other locations, CentreVu Visual Vectors is ideal for multi-site call centres," said Sean Owen-Jones, managing director at Lucent Technologies BCS. "Its cut-and-paste feature allows designers to make even the most complex call routing patterns consistent so vectors look the same across all sites.
"Now vector design can be visual and intuitive - and that can help companies build a higher-quality call centre. CentreVu Visual Vectors makes it easier for businesses to design call routing patterns that best serve their customers - so customers keep coming back again and again."
CentreVu Visual Vectors is a powerful productivity tool because designers can build vectors anywhere - in the office, the airport or at home - and brainstorm by sharing designs with others. By simplifying a complex process, the solution enables managers to train their staff on call routing design and present ideas to colleagues more easily. It also enables users to edit existing vectors. This is important for call centres that need to adjust older routing patterns. Existing vectors can be placed on the new platform and visually displayed and edited.
The tool works in conjunction with Lucent`s DEFINITY Enterprise Communications Server and DEFINITY ProLogix solutions - the communications systems that are the platforms for Lucent`s family of CentreVu customer care offers. Lucent`s CentreVu Call Management System (CMS), a call centre performance reporting package, provides the interface between Visual Vectors and the DEFINITY servers. Designers create their vectors on PCs, then load them onto a CMS server connected to the DEFINITY. CentreVu Visual Vectors supports PCs running on the Windows 95, Windows 98 and Windows NT 4.0 platforms. The solution runs on the Sun Microsystems family of servers.
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