REVOLUTIONIZING DEFINITY(R) CALL CENTERS IN THE 1990S

The award-winning. AT&T DEFINITY(R) G3 Expert Agent Selection (EAS) fe ature has fundamentally changed the way in which call centers provide set-vices for a variety of business applications. The skills-matching concept of EAS simplifies the problem of meeting incoming caller needs with trained call center agents. The Logical Agent part of EAS provid es call center agents with an incentive for advancement while also pro viding new-found flexibility in how they perform their jobs. Both thes e EAS innovations are patented, with the skills-matching patent winnin g the 1995 AT&T Patent Recognition Award. This paper describes how EAS improves the efficiency of call centers, and it discusses the impleme ntation approach used to realize this important new call center featur e.