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.

This release provided the ability to use the Advocate feature suite with Avaya Interaction Center software.

Business Benefits

• Increased operational efficiency and effectiveness
• Equitable work distribution
• Proactive and automatic problem identification and resolution
• Supervisors gain greater control and need not intervene manually

Features at a Glance

• Universal Queuing across a Single Enterprise Wide Agent Pool
• Customer Segmentation and Service Level Management
• Predicted Wait Time
• Enhanced Dynamic Agent Pooling