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Business Advocate
Business Advocate manages all voice, email, and Web chat interactions via a single universal queue, intelligently routing customers in real time to the best agent for their needs.
- Get maximum value from each call
This application lets companies define customer segmentation policies and service level goals based on business objectives. This ensures that resources are allocated in ways that maximize the value of each customer contact.
- Get more control, with less work
Automated control, based on user-defined business rules, ensures that supervisors can manage agents and call distribution as they need to, without time-consuming manual intervention.
- Improve call center efficiency
Capabilities like Predicted Wait Time and Reserve Agent Pools allow Business Advocate to foresee events that could impact service, and respond automatically in real time. This helps the contact center handle peaks in demand and other problems quickly and efficiently, without inconveniencing customers.
Business Advocate manages all voice, email, and Web chat interactions via a single universal queue, intelligently routing customers in real time to the best agent for their needs. It takes into account pre-established business objectives; customer needs and business value; and the skills and availability of the current agent pool. Business Advocate actively monitors all of this information, making rapid decisions about which agent should be matched to which customer. This may mean connecting to the agent whose immediate service may produce the greatest value, instead of the caller who has waited longest.