Lucent Technologies DEFINITY ProLogixTM Solutions 555-235-100 - Manual (Page 97)

5 CentreVu Call Management System (CMS)
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-3
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