Lucent Technologies Delivers CentreVu Explorer II, an Innovative Multisite Call Center Reporting Tool

Business Wire, August 3, 1999

BASKING RIDGE, N.J.--(BUSINESS WIRE)--Aug. 3, 1999--

Lucent Technologies (NYSE: LU) today announced a software solution that gives companies more flexible options for accessing and viewing multimedia call center performance data than ever before.

CentreVu (R) Explorer II helps business managers gather unmatched levels of detailed customer contact data and enables a virtually unlimited array of performance reports.

"Each customer contact is important to a business and may produce valuable information about how well the business is operating," said Linda Dotts, general manager, Customer Relationship Management Solutions, Lucent Technologies. "Explorer II helps companies make fast, information-based decisions about managing their customer contacts. This means higher-quality service and stronger customer loyalty."

CentreVu Explorer II enables custom-built, conditional queries to measure and analyze hundreds of combinations of performance criteria. Queries can be generated on-demand, or run regularly to compare customer care performance over time. CentreVu Explorer II enables businesses to create and maintain a "library" of custom-built queries so the same queries don't have to be re-built from scratch.

While the data CentreVu Explorer II manages can be complex, use of the product is simple and intuitive. The Internet-enabled, Windows NT-based solution is accessed through a standard web browser from a desktop PC, and users build data queries through familiar "point-and-click" elements.

The solution's query engine lets managers "peel back" layers of data generated from customer contacts to reveal details about any particular contact, agent activity or agent-customer interaction. Queries can be based on criteria such as time of day/day of week, agent skill group and business application.

Managers can assess their customers' experience using "cradle to grave" reports that reveal details of the life of a call from the time a caller dials the center's number to when the caller hangs up.

CentreVu Explorer II supports multiple sites. A query can easily bring together data from several locations, and one report can reflect all the customer contact-related activity at those sites. The solution supports traditional voice calls as well as customer contacts via electronic mail, fax and the Internet.

CentreVu Explorer II is compatible with Windows NT desktop servers. Through TCP/IP LAN and WAN connections, Explorer II collects, organizes and stores the volumes of call center data gathered from Lucent's CentreVu Call Management System (CMS). The CMS servers are connected to Lucent's DEFINITY(R) communications servers, which are the platforms for Lucent's array of CentreVu Customer care Solutions. A CentreVu Explorer II package can provide support for up to eight CMS servers.

CentreVu Explorer II is available immediately in the United States, Canada and select locations in EMEA. The product will be introduced in additional regions in the fourth quarter of 1999.

More information on Explorer II and other Lucent CentreVu Customer Care Solutions is available by calling 800-247-7000 or by accessing www.lucent.com/call center.

Lucent Technologies, headquartered in Murray Hill, N.J., designs, builds and delivers a wide range of public and private networks, communications systems and software, data networking systems, business telephone systems and microelectronics components. Bell Labs is the research and development arm for the company. For more information about Lucent Technologies, visit its web site at www.lucent.com.