Avaya Business Advocate

With Avaya Business Advocate, you can drive call center performance according to your business plan. This application features predictive and adaptive software from Avaya Labs, which can help you to implement effective strategies for customer service, as well as agent resource strategies and enterprise planning strategies, as critical formulas in your call center operations.

Avaya Business Advocate uses your business objectives to match multi-skilled agents with waiting customers to improve customer service and sales effectiveness. It looks at the needs of callers, their potential business value, and their desire to wait. It also analyzes the skills of your agents and predicts how soon they will likely become available. It then decides which of your agents should be matched to which callers—not necessarily the caller who has waited longest, but the one whose immediate service may bring the greatest value to your company.

Avaya Business Advocate can control caller wait time, which means that calls won't have to be answered by second-string staff. When call load increases, Avaya Business Advocate uses its reserve agent feature to activate additional agents automatically to help you handle the increase in volume, helping to reduce the number of abandoned calls and preserve your revenue. It can also assist with agent retention by allocating the number of calls to agents fairly, which can eliminate "hotseats." Avaya Business Advocate can also lower your network costs by closely matching your agents' skills to customer profiles for reduced call times, abandons, and callbacks.