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Article: Carnival Cruise Lines Chooses Lucent's CentreVu Advocate; Leading Cruise Line Latest to Install Cutting-Edge Call Center Tool.
- Article from:
- Business Wire
- Article date:
- February 3, 1999
CopyrightCOPYRIGHT 1999 Business Wire. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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DALLAS--(BUSINESS WIRE)--Feb. 3, 1999--Lucent Technologies today announced that Carnival(R) Cruise Lines has installed Lucent's CentreVu(R) Advocate for its call center operations, making it the latest business to adopt Lucent's breakthrough expert system software.
CentreVu Advocate, announced by Lucent one year ago at Call Center '98, is revolutionizing customer care by eliminating the traditional "first-in, first-out" approach of queuing callers for the most idle call center agent. Instead, CentreVu Advocate uses predictive algorithms to match the skills and occupancy of the agents with the needs of the callers, regardless of their position in queue.
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