Lucent links e-comm, c-centres

Lucent Technologies last week announced its latest customer service offering designed to enable customers real-time interaction with call centre agents while surfing company Web sites.

Described as a supplement or enhancement for e-commerce transactions, the CentreVu Internet Solutions suite enables companies to deliver customer service via e-mail, Internet text chat and voice over IP, in addition to traditional telephone call centre operations.

Carl Borchardt, Lucent's regional call centre offer manager, said: "CentreVu Internet Solutions lets customers browse a business's Web site while simultaneously speaking to agents using 'text chat' or voice, all on a single phone line. The solutions give customers choices in how they can contact a business."

Borchardt said the function is similar to "press 0 for operator" options on telephone voice-response systems. By using CentrVu Internet Solutions, customers can easily contact customer service agents by simply clicking an icon on the Web site.

According to Borchardt, this latest customer service offering is more flexible and scalable than previous versions. Companies are now able to offer e-mail and text chat options rather than just voice over IP, as well as escort browsing functionality and enhanced collaboration, he said.

While this version only runs on other Lucent call centre solutions, Borchardt said future versions will run on independent platforms.

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