Lucent Technologies announces new call center management tool to graphically browse and analyze data.DALLAS--(BUSINESS WIRE)--Feb. 4, 1997--Lucent Technologies today announced Windows(R) NT-based call center software that helps managers more quickly analyze and better explore trends in their call center's performance. Called CentreVu(TM) Explorer, the tool lets call center managers use any standard web-browser to analyze call center data for trends such as area code calling patterns, queue treatments and agent talk time. By logging every event associated with a call from the moment it arrives until final disconnect disconnect - SCSI reconnect , CentreVu Explorer captures all the information that managers need to examine their operation. CentreVu Explorer is Explorer-I, officially Satellite 1958 Alpha (and sometimes referred to as Explorer 1), was the first Earth satellite of the United States, having been launched at 10:48pm EST on January 31 (03:48 on 1 February in GMT), 1958, as part of the United States program for the an extension of Lucent's market-leading CentreVu Call Management Software, which gives call center managers real-time summary reports on a call center's operation. With a continuous query engine to support trend analysis, CentreVu Explorer lets call center managers analyze calling patterns based on phone numbers or calling source (like hotels, cellular phones and pay phones), explore special call treatments (including malicious calls, service-observed calls and audio problems) and call abandon patterns. CentreVu Explorer provides cradle-to-grave reporting of calls on multiple, web-enabled clients, such as Windows, OS/2(R), Macintosh(R), and UNIX UNIX Operating system for digital computers, developed by Ken Thompson of Bell Laboratories in 1969. It was initially designed for a single user (the name was a pun on the earlier operating system Multics). (R) Systems. With both local storage and external archives, CentreVu Explorer provides rapid query access as well as being able to explore broader historical trends with a simple `point-and-click' interface. For example, a call center manager might suspect calls-abandoned-on-hold rate were high, and by doing further analysis, discover that calls answered and placed on hold were held an inordinately in·or·di·nate adj. 1. Exceeding reasonable limits; immoderate. See Synonyms at excessive. 2. Not regulated; disorderly. long time, resulting in an increased abandon rate. By being able to "data-mine," the manager can reveal hidden trends that can lead to more efficient call center workflow and agent use. "CentreVu Explorer takes the information coming out of a call center and turns it into knowledge -- knowledge that makes businesses more competitive," said Lou Marianacci, vice president of Lucent Technologies Customer Sales and Service Solutions Division. "By using an open system, web-browser architecture model, we can distribute that knowledge to everyone, enabling remote and on-site managers to keep on top of trends in their call centers so they can react quickly and intelligently." From broad call center trends, managers can drill down to examine individual calls and break those calls down into individual call segments. CentreVu Explorer will be available in March 1997. CentreVu Explorer runs on Windows NT (Windows New Technology) A 32-bit operating system from Microsoft for Intel x86 CPUs. NT is the core technology in Windows 2000 and Windows XP (see Windows). Available in separate client and server versions, it includes built-in networking and preemptive multitasking. with SQL Server An earlier relational DBMS from Sybase and from Microsoft. Sybase introduced SQL Server in 1988 for various Unix versions. In that same year, with help from IBM, Sybase created an OS/2 version that Microsoft licensed and branded as Microsoft SQL Server. , Hardware requirements depend upon the call center, but minimally a Pentium(R) processor, with 64 megabytes of RAM, and hard drives configured con·fig·ure tr.v. con·fig·ured, con·fig·ur·ing, con·fig·ures To design, arrange, set up, or shape with a view to specific applications or uses: to meet the customer's storage requirements. Lucent Technologies designs, builds and delivers a wide range of public and private networks, communications systems In telecommunication, a communications system is a collection of individual communications networks, transmission systems, relay stations, tributary stations, and data terminal equipment (DTE) usually capable of interconnection and interoperation to form an integrated whole. and software, consumer and business telephone systems and microelectronics microelectronics, branch of electronic technology devoted to the design and development of extremely small electronic devices that consume very little electric power. components. Bell Labs is the company's research and development arm. Lucent became an independent company -- totally separate from AT&T -- on September 30, 1996. CONTACT: Lucent Technologies Ryerson Schwark 908/953-7528 (office) 201/481-6769 (home) rschwark@lucent.com (email) |
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