Lucent Technologies Revolutionizes Customer Care with CentreVu Advocate

Strategic Insights -

Lucent Technologies has announced that Carnival Cruise Lines has successfully implemented its CentreVu Advocate software to optimize customer care. CentreVu Advocate uses predictive algorithms to match call centre agents with the skills and needs of callers, regardless of their position in the queue. This has helped Carnival Cruise Lines to reduce call waiting times, decrease call abandon rates, and deploy resources more wisely during peak calling periods.

Key Takeaways:

  • Carnival Cruise Lines has installed CentreVu Advocate in its Miami and Colorado Springs call centres to provide top-flight customer service.
  • The software has helped reduce call waiting times and decrease call abandon rates.
  • CentreVu Advocate uses predictive algorithms to match call centre agents with the skills and needs of callers.
  • The technology has been adopted by more than 75 call centre sites across the US, with 60 additional sites to be installed by the end of February 1999.
  • Thirty companies have contracts to implement CentreVu Advocate by mid-1999.
  • CentreVu Advocate has received recognition from industry publications, including Call Center Magazine and CTI Magazine.

Statistics:

  • Over 20,000 customer care agents are serving customers with the help of CentreVu Advocate.
  • More than 75 call centre sites across the US have installed the technology.
  • 60 additional call centre sites are set to be installed by the end of February 1999.
  • CentreVu Advocate has been adopted by 30 companies by mid-1999.
  • The technology has received 1998 Product of the Year awards from Call Center Magazine and CTI Magazine.

Sources:

  • Lucent Technologies press release, "Carnival Cruise Lines Takes Advantage of Lucent's CentreVu Advocate" (February 3, 1999)
  • Lucent Technologies press release, "Lucent's CentreVu Advocate Gains Recognition as a Market Leader in Call Center Software" (no date shown)
  • PELORUS Group report, "U.S. Call Center Market" (no date shown)
  • Lucent Technologies web site (http://www.lucent.com)