Avaya Business Advocate (formally CentreVu Business Advocate) balances a company's segmentation policies with the needs of each caller to match the right call with the right agent, at the right time. Avaya Business Advocate lets you leverage your call center as a strategic business asset. Avaya Business Advocate can eliminate much of the randomness associated with call handling, enabling directed routing with customer-pleasing results. This software offers new methodology for aligning your enterprise objectives with agent and management performance, along with customer needs.  
 
With Avaya Business Advocate, you can drive call center performance according to your business plan. This application features predictive and adaptive software from Avaya Labs, which can help you to implement effective strategies for customer service, as well as agent resource strategies and enterprise planning strategies, as critical formulas in your call center operations.  
 
Avaya Business Advocate uses your business objectives to match multi-skilled agents with waiting customers to improve customer service and sales effectiveness. It looks at the needs of callers, their potential business value, and their desire to wait. It also analyzes the skills of your agents and predicts how soon they will likely become available. It then decides which of your agents should be matched to which callers-not necessarily the caller who has waited longest, but the one whose immediate service may bring the greatest value to your company.  
 
Avaya Business Advocate can control caller wait time, which means that calls won't have to be answered by second-string staff. When call load increases, Avaya Business Advocate uses its reserve agent feature to activate additional agents automatically to help you handle the increase in volume, helping to reduce the number of abandoned calls and preserve your revenue. It can also assist with agent retention by allocating the number of calls to agents fairly, which can eliminate "hotseats." Avaya Business Advocate can also lower your network costs by closely matching your agents' skills to customer profiles for reduced call times, abandons, and callbacks.  
 
Avaya Business Advocate software runs with your DEFINITY Enterprise Communications Server R6.3 (and later) and related call center application packages, including Avaya Expert Agent Selection (EAS) and Avaya Call Management System (CMS) R3V6 (and later). Avaya Business Advocate also generates a variety of new reports that can be viewed through either the Avaya Call Management System (CMS) administration tool or Avaya Call Management System (CMS) Supervisor. For your first Avaya Business Advocate implementation, an Avaya Customer Relationship Management (CRM) Professional Services solution is recommended to optimize performance of your system.