AVAYA-PCS解决方案.pptVIP

* * * Q: What industry problem did we seek to solve with this new approach to Service Level Management? The problem is that predictive dialing systems cannot simultaneously provide: 1.) high agent availability to called parties while maximizing agent utilization with prediction of agent and called party availability. 2.) automatic adjustment for realized service levels based on abandoned calls or answer delays. A: Avaya’s solution to the problem? It consists of multiple (three) feedback loops. 1.) Feeds service level error back into the primary aggressiveness parameter for the dialer. 2.) Fe