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ALSO CALLED: Call Centre Software
DEFINITION: Cross-media queuing is a callcenter 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 sitesubmission, fax or interactive voice response (IVR) message.According to a white paper by Intel, a cross-media queuing application needs fivecomponents:A queue engine to act as acentral  … 
Definition continues below.
Call Center Software Multimedia (View All Report Types)
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Why Your Legacy Call Center's "End-Of-Life" Doesn't Mean the End for You
sponsored by Genesys
WEBCAST: This webcast explores why it's time to replace your existing legacy call center and offers expert tips for doing so. Uncover considerations on delivering an omnichannel experience.
Posted: 09 Mar 2016 | Premiered: Mar 30, 2016


How to Identify and Solve Single Direction and One-Way Call Problems
sponsored by NetScout Systems, Inc.
VIDEO: In this webcast, you will learn how attain rapid insight into your service performance across your entire IT environment from both the application and user perspectives. Tune in now to quickly triage issues with single direction calls, as well as highlight the scope of your call problems.
Posted: 14 Dec 2015 | Premiered: 14 Dec 2015

NetScout Systems, Inc.

Visa Desjardins Provides a Differentiated Customer Experience
sponsored by Genesys
WEBCAST: Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.
Posted: 16 Sep 2013 | Premiered: Feb 27, 2013


TiVo Reduces Call Center Costs
sponsored by Google Search Appliance
VIDEO: Implementing the Google Search Appliance not only reduced the amount of time TiVo's Customer Support Agents spent searching for content, it also reduced time spent on the phone with customers, ultimately leading to reduced call center costs. Watch this video.
Posted: 29 Nov 2010 | Premiered: 29 Nov 2010

Google Search Appliance
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CALL CENTER SOFTWARE DEFINITION (continued): …  coordination point. The queue engine negotiates all interactions with customers based uponbusiness rules configured by a systems manager.Media interaction modules to accept incoming customer queries from media channels andsend the queries to agent applications as directed by the queue engine.Agent application modules to enable automatic management of customer queries as theyarrive at the desktops call center agents. The modules could be modified or built by systemdevelopers to be integrated into specific desktop applications.Configuration and administration modules that system administrators can … 
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