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Call Center Software

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.


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Using Real-Time Information to Improve Contact Center Performance
sponsored by Genesys
PODCAST: From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
Get This Now


Intelligent Call Handling - Optio Improves Customer Responsiveness
sponsored by Cisco Systems, Inc.
WEBCAST: Optio Software depends on Cisco Unified Communications to deliver more responsive customer service and better manage worldwide operations.
Posted: 22 Feb 2008 | Premiered: Available On Demand
Get This Now


 
CALL CENTER SOFTWARE DEFINITION (continued): … 

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.
  • Agent … 
    Call Center Software definition sponsored by SearchCRM.com, powered by WhatIs.com an online computer dictionary


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