What is CentreVu Internet Solutions? 

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Introduction

CentreVu Internet Solutions extends the DEFINITY ECS call center to the Internet, creating a multi-media contact center. Customers can interact with your contact center using an Internet application (for example, a Web browser or email client).

Internet sessions are established through the following media access types:

• Telephone callback�agent and customer communicate verbally using a regular telephone line

• Text chat�agent and customer communicate through text chat over the Internet and can share web pages and interactively fill out HTML forms

• Internet voice and chat�agent and customer communicate verbally through Voice over IP (VoIP) and text chat

• Email and fax messages�agent and customer communicate through email and fax over the Internet

In combination with the proper hardware (such as VoIP gateways), CentreVu Internet Solutions enables your contact center to implement one or any combination of these media access types.

In addition to providing a number of media access types, CentreVu Internet Solutions funnels Internet sessions and messages through the DEFINITY ECS, using its advanced contact center capabilities such as skill-based routing, load balancing, priority algorithms, and performance measurement.

Benefits of CentreVu Internet Solutions

Some of the benefits your contact center realizes by using existing contact center capabilities in conjunction with CentreVu Internet Solutions are:

• Additional media access types through which your customers can reach your contact center

• Quicker and more accurate response to email and fax

• Better management of email and fax

• More effective collaboration with customers

Internet sessions versus messages

Internet voice and chat, chat-only, callback, and callback and collaborate interactions are Internet sessions handled by the CentreVu Internet Solutions software.

Emails and faxes are messages handled by the Message Care software (also referred to as the messaging software).

CentreVu Internet Solutions allows agents to process any combination of the following media access types:

• Telephone callback

• Text chat

• Internet voice and chat (the maximum number of simultaneous sessions of this type depends on VoIP gateway capacity)

• Email and fax messages (using the messaging software)

Additional capacity for Internet sessions can be acquired with the following:

• Multiple VoIP gateways

• Adjunct/Switch Application Interface (ASAI) Phantom Calls�enabling the use of ASAI phantom calls for text chat sessions (available with DEFINITY ECS 6.3 or greater) avoids using PRI resources.

  Phantom calls are treated by the Automatic Call Distribution (ACD) like ordinary voice calls in that they are routed without the use of a PRI trunk. Enabling the ASAI phantom call feature increases the number of simultaneous sessions that CentreVu Internet Solutions can handle.

• Internet Pre�Route�multiple ICMs can be controlled by a common Centralized Internet Routing Service (CIRS).

The following table lists the current capacities for messages: