1 September 2004
High Performance Blended Call Centre Capabilities
synTelate
is the first solution, within the Avaya
DeveloperConnection Program, to complete formal
compliance testing of both Predictive and Proactive Agent
Blending functionality with the Avaya Predictive Dialing
System (PDS) and Avaya Contact Centre solutions.
When operating in an
Avaya PDS Predictive Agent Blendingenvironment, synTelate provides the agent screens and scripts for both inbound
and outbound call types. Agents move automatically between
inbound and outbound calls depending upon the call volumes
and relative priorities. The agent screens and scripts
provided by synTelate
change at the same time. synTelate is the only compliance tested solution so far to offer
desktop customisation and scripting capabilities with the
Avaya PDS and Predictive and Proactive Agent blending.
What is referred to as "Agent Blending" can reduce call centre operational costs
by enabling agents to be automatically moved between
inbound and outbound activities according to a pre-defined
set of business rules. Blending also allows inbound and
outbound agent teams to be combined to ensure that the
most significant business calls are allocated highest
priority.
Predictive Agent
Blending responds to predicted changes in call volumes
whereas Proactive Agent Blending evaluates the actual
incoming calls and reacts based on the actual call
volume. Both methods of blending ensure high levels of
customer service are maintained while effectively
allocating contact centre resources.
synTelate
will operate with both traditional (TDM) and IP telephony.
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