Business Advocate

Overview and Details:

Business Advocate offers contact center managers and customer service executives a new methodology for intelligently automating alignment of enterprise objectives with agent and management performance as well as customer needs.

Product Details:

Business Advocate helps businesses deliver a superior customer experience through predictive monitoring and matching technology that intelligently assesses customer needs and then executes a real-time match to the right agent in the right time.

Using sophisticated routing techniques created in Avaya Labs, Business Advocate eliminates the randomness and delays associated with matching of voice, email and web chat requests. Business Advocate manages all voice, email, and web chat interactions via a single universal queue from which the pre-established business objectives, customer needs, as well as agent skills and availability are utilized to optimize selection of the most qualified agent to optimize the customer service experience.

Business Advocate actively monitors customer needs and business value, customer segmentation policies and service level objectives, as it analyzes the qualifications and availability of agents to predict how soon they will become available. By managing all agent resources via a single enterprise wide pool, Advocate then decides which agents should be matched to which customer. This does not necessarily mean connecting the customer who has waited the longest, but the customer whose immediate services may bring the greatest value to the business.