AT&T 585-350-812 - Manual (Page 14)

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ASAI Overview
(the initial incoming call to the voice response unit and the second, transferred call
which is delivered to an agent). With the VIS ASAI feature, a single message to
the host over a single interface provides all the information needed to deliver a
data screen based on data collected in a voice script.
Advantages Using the VIS ASAI Feature
The VIS ASAI feature can greatly improve the operations in your call center envi-
ronment. The capabilities that this feature offers provide the following benefits to
any company that receives customer calls:
■ Enhanced Customer Service
Caller-dependent and region-dependent treatment for incoming calls is
possible in routing and voice response applications. In addition, the direct
agent calling feature available with these applications allows calls to be
delivered to specific agents while maintaining accurate split measure-
ments. These capabilities help to insure that calls are quickly and reliably
directed to the call center resource best suited to handle them. This mini-
mizes the number of transfers a caller experiences and allows callers to be
serviced in a rapid, consistent, and personalized fashion and thereby
improves customer satisfaction.
In data screen delivery applications, information associated with a given
call is available to each agent receiving the call. This reduces customer
frustration at having to repeat information to each agent. For example, a
caller may be directed initially to a VIS T/R or LST1 channel where the
caller is prompted through an automated voice response application. At
some point the caller may request to be transferred to a live agent to dis-
cuss a topic in more detail. With the VIS ASAI feature, the identity of the
caller and additional information collected from the caller by the voice
response application is not lost. Pertinent information from the voice
response application can be saved and presented in a data screen to the
live agent receiving the transferred call, thereby eliminating the need for
the customer to repeat information already collected. This reduces call
holding time as well as reduces customer frustration. This benefit holds
true even when calls are transferred multiple times or are transferred
between live agents.
■ Improved Price/Performance
The co-residency of voice response and PBX-to-host gateway applications
greatly improves the price/performance of the VIS ASAI feature over prior
and competitive offerings. The VIS ASAI feature eliminates the need for
multiple boxes with multiple interfaces to the host computer, thereby simpli-
fying host application development. Access to ASAI capabilities using
Script Builder minimizes the effort required to implement the VIS piece of