Call Centers

CentreVu® Call Management System (CMS)

The CentreVu® Call Management System (CMS), one of Lucent Technologies Customer Relationship Management solutions, provides information and management tools to help you monitor and analyze the performance of your call center operation. It enables you to easily see where improvements are needed and take fast, effective action -- fine-tuning your customer service processes, improving operational efficiency and building stronger, more profitable, customer relationships.

CentreVu CMS is built upon Lucent Technologies solid foundation of technological excellence and incorporates all the latest call center advancements offered on the industry leading DEFINITY® ECS Call Center solution.

CentreVu CMS provides over 100 real-time and historical management reports designed to help you achieve critical sales and customer service objectives, while boosting the productivity of your call center employees and resources. It offers extensive historical data storage capabilities, keeping detailed intra-hour data for up to 62 days, daily reports for up to five years and weekly and monthly data for up to ten years.

CentreVu CMS provides an administrative interface to the ACD feature of the DEFINITY ECS -- allowing administrators to access the CMS database, generate reports, administer ACD parameters and monitor call activities to determine the most efficient service possible for your customers. Split supervisors also have access to real-time and historical reports to help them effectively manage the performance of their personnel.

BCMS Vu®

The Compact Call Center Offer, one of Lucent Technologies Customer Relationship Management solutions, brings the advanced capabilities and sophisticated features of a large call center to a small call center operation. The Compact Call Center Offer is built on the powerful DEFINITY® Enterprise Communications Server (ECS) platform, allowing companies with smaller call center operations to benefit from robust DEFINITY capabilities and the ability to grow and migrate to the larger DEFINITY ECS Offer – while retaining the investment in hardware, software and training.

BCMS Vu® Release 2 provides the management reporting tool for the Compact Call Center Offer. It provides a graphical interface to view call center activity in real time, as well as historical data, to help you evaluate agent staffing and call routing. As a Windows NT® client/server application, up to 10 supervisors can have easy access to the data most critical to your call center operation in Windows NT® or Windows 95/98 client environments.