ALSO CALLED: Call Centre Software DEFINITION: Cross-media queuing is a call center technology that enables all incoming queries to be received and routed in the same way, whether a query comes in the form of a phone call, e-mail message, instant message, Web site submission, fax or interactive voice response (IVR) message.
… Definition continues below.
According to a white paper by Intel, a cross-media queuing application needs five components:
A queue engine to act as a central coordination point. The queue engine negotiates all interactions with customers based upon business rules configured by a systems manager.
Media interaction modules to accept incoming customer queries from media channels and send the queries to agent applications as directed by the queue engine.
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