The Simplicity project aims to simplify the customer service experience through skill-based routing that sends calls to the right agent, easier navigation of customer cases, and a global triage queue that allows the team to work as one. Key highlights include managing non-voice work through new case management screens, finding the appropriate queues to transfer calls using a VDN lookup tool, and monitoring queues and changing agent skill sets in real-time through Avaya CMS. The Simplicity go-live weekend is scheduled for October 25.

1. Simplicity: The WOWs!
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System Stability & scalability:
Simplified call routing
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Better customer experience:
Easier navigation and case affinity
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Calls flow to the right person
Skill-based routing
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We come together as one team
Implementation of Global Triage queue
Simplicity go-live weekend begins October 25.
If you haven’t heard about it, contact you manager NOW!

2. Simplicity: Project highlights
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Easily manage non-voice work items:
Pull & push non-voice work items from new Case Management screens
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Easily find available queues for transferring calls:
Find product or role-based skill sets using the VDN Lookup Tool
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Quickly change agent skill sets and monitor queues:
Monitor voice queues in real-time and change agent skill sets on the
fly using Avaya CMS
Simplicity go-live weekend begins October 25.
If you haven’t heard about it, contact you manager NOW!