Increased revenue

• Better agent utilization, allowing more calls to be handled with a given staff level.

• Lower abandonment rates by balancing the load between resources, BSR reduces extremes in wait times across local resources or across an entire network.

• In call centers with EAS, the ability to deliver calls to the best qualified or highest revenue generating agents.

Lower costs

• Better agent utilization.

• Shorter trunk holding times.

• Reductions of ineffective interflows.

• Operation over ISDN-BRI trunks and public networks.

Improved customer satisfaction

• Interflowing calls from centers with a surplus of calls to centers with a surplus of agents. You can achieve uniform service levels across your network. This means that all callers for a given application experience approximately equivalent waiting times.

• Shorter wait times.

• In call centers with EAS, the ability to deliver calls to the best qualified or highest revenue generating agents.

• Robust information forwarding capabilities. Multisite BSR can forward original service requirements and any caller-entered digits with each call and can use both QSIG and non-QSIG information transport methods over private or public networks.

Increased performance and more efficient trunk usage

• Less messaging and processing required per call than in traditional LAI scenarios.

• Eliminates phantom calls to remote agents.

• Intelligent interflows that only route calls to centers with available agents.

BSR easy configuration

• Simple vector commands. You do not have to learn complex programming languages or design comparison steps. All that you have to do is list the local and remote resources to be considered for calls and instruct Communication Manager to queue or deliver the call to the best resource on the list.

Improved agent productivity

• Increased efficiency. Improve service without adding or reducing staff while maintaining the current level of service. Network-wide load balancing means that agents at one location are less likely to sit idle while calls wait in queue at another location.

• No call delivery delays. In contrast to approaches that queue calls at all remote centers simultaneously, with BSR there is no delay in delivering a call when an agent becomes available.

Increased operating flexibility, easier staffing and scheduling

• Larger pool of agents available to take calls in a split or skill. Through its network-wide call distribution and information forwarding, BSR effectively converts distributed locations into a virtual call center. Staffing problems therefore, do not have to be solved on a center-by-center basis. BSR can automatically react to staff shortages at one center by routing more calls to other locations.

• Automatic management of sudden and unexpected increases in call volume. Large increases in call volume for a single split or skill can be distributed across other splits or skills. Spikes in call volume at a single call center can be distributed across all call centers, provided trunk capacity is available between servers.

Improved service levels

• Lower Average Speed Answer (ASA).