Lucent Enhances Electronic Customer Care System - InformationWeek

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Lucent Enhances Electronic Customer Care System

Lucent Technologies yesterday rolled out new capabilities forits CentreVu Internet Solutions electronic customer-caresystem. CentreVu lets customers browse a Web site whilesimultaneously speaking to agents using "text chat" or voice,all on a single phone line. CentreVu also routes customer E-mail and faxes to agents.

Lucent has added forms capability to CentreVu, which letsagents and customers simultaneously complete online forms,such as loan applications, in real time. Call centers alsonow can route Internet calls to the best available agentlocated at multiple sites. Lucent is providing applicationprogramming interfaces so that businesses can integrate theCentreVu system with their current desktop applications.

Lucent has improved the capability of the system to work withfirewalls as well, letting agents securely communicate withcustomers coming in through the Internet. All features areavailable immediately, with pricing, including theenhancements, beginning at $1,500 per simultaneous agentsession.

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