Carnival Cruise Lines Chooses Lucent's CentreVu Advocate; Leading Cruise Line Latest to Install Cutting-Edge Call Center Tool.DALLAS--(BUSINESS WIRE)--Feb. 3, 1999--Lucent Technologies today announced that Carnival(R) Cruise Lines
Name Headquarters A'rosa Europe NCL America America AIDA Cruises Europe American Cruise Lines America has installed Lucent's CentreVu(R) Advocate for its call center operations, making it the latest business to adopt Lucent's breakthrough expert system software. CentreVu Advocate, announced by Lucent one year ago at Call Center '98, is revolutionizing customer care by eliminating the traditional "first-in, first-out first-in, first-out n. A method of inventory accounting in which the oldest remaining items are assumed to have been the first sold. In a period of rising prices, this method yields a higher ending inventory, a lower cost of goods sold, a higher gross " approach of queuing callers for the most idle call center agent. Instead, CentreVu Advocate uses predictive algorithms to match the skills and occupancy of the agents with the needs of the callers, regardless of their position in queue. Carnival Cruise Lines This article or section needs sources or references that appear in reliable, third-party publications. Alone, primary sources and sources affiliated with the subject of this article are not sufficient for an accurate encyclopedia article. , the world's largest cruise line A cruise line is a company that operates cruise ships. Cruise lines have a dual character; they are partly in the transportation business, and partly in the leisure entertainment business, a duality that carries down into the ships themselves, which have both a crew headed by the based on passengers carried, has installed CentreVu Advocate to help ensure top-flight customer service at its call centers in its Miami, Fla. headquarters and in Colorado Springs Colorado Springs, city (1990 pop. 281,140), seat of El Paso co., central Colo., on Monument and Fountain creeks, at the foot of Pikes Peak; inc. 1886. It is a year-round resort and a booming military, technological, and commercial city. , Colo. One challenge the cruise line has had is handling reservation calls seamlessly during its peak calling period of January to March each year, when calling volumes often double, according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Ken Eberhardt, Carnival Cruise Line's director of Information Systems and Telecommunications Services. "Our call centers are the lifeblood of our business because that's where our commitment to serving customers begins," Eberhardt said. "In the past, we had to use personnel from other departments full-time to help customer service with peak calling periods. CentreVu Advocate's unmatched ability to find the person with the best skills to handle a call lets us deploy our resources more wisely. Now other departments don't have to dedicate all their time to supporting customer service. Their folks can fill in on an as-needed basis. "At the same time, CentreVu Advocate is helping us answer calls faster, and call abandon rates are decreasing," Eberhardt added. The Home Shopping Network “HSN” redirects here. For other uses, see HSN (disambiguation). The Home Shopping Network (HSN) is a mostly 24-hour shopping network that is seen on cable, satellite, and some terrestrial channels in the United States. is another business that relies on providing exceptional customer service. The electronic retailing pioneer is using CentreVu Advocate to handle consumers across the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. calling to order products. "CentreVu Advocate is the best product in the market right now for routing calls to agents," said Rod White Rodney White (born January 3, 1977) is an American archer. He is currently ranked 97th in the world. He competed in the 1996 Olympic Games, the 2000 Olympic Games, and the 2004 Olympic Games. External links
Lucent said that more than 20,000 customer care agents across the United States are serving customers with the help of CentreVu Advocate. Since it became generally available in July 1998, more than 75 call center sites across the U.S. have installed the technology with sixty additional sites to be added by the end of February 1999. Thirty more companies have contracts to implement CentreVu Advocate by mid-1999. "One year after it was initially announced, CentreVu Advocate continues to be a strong differentiator for Lucent," said Sheila McGee-Smith, director, Call Center and Operator Services, for The PELORUS pe·lo·rus n. pl. pe·lo·rus·es A fixed compass card on which bearings relative to a ship's heading are taken. [Origin unknown.] Group, a New Jersey-based telecommunications market research and consulting group. "The before-and-after results of the Fortune 500 companies that have implemented Advocate significantly strengthen Lucent's case." CentreVu Advocate has received significant industry recognition. Most recently, it received 1998 Product of the Year awards from Call Center Magazine and CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. Magazine. CentreVu Advocate's software capabilities are the basis for seven current and pending patents at Lucent's Bell Labs. A report on the U.S. call center market recently issued by the PELORUS Group, a telecommunications market research and consulting firm, named Lucent Technologies the market leader in both revenue and agent positions. Lucent Technologies, headquartered in Murray Hill, N.J., designs, builds and delivers a wide range of public and private networks, communications systems and software, data networking systems, business telephone systems and microelectronics components. Bell Labs is the research and development arm of the company. More information about Lucent Technologies is available at its web site at http://www.lucent.com. |
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