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| Nov 8, 2009 |
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Software >
Applications Software >
Enterprise Applications Software >
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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. According to a white paper by Intel, a cross-media queuing application needs five components: A queue engine to act as a
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Definition continues below.
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Call Center Software White Papers
(View All Report Types)
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3 Matches
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VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers
sponsored by Five9
WHITE PAPER:
Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company.
Posted: 10 Sep 2009 | Published: 10 Sep 2009
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Still Struggling to Reduce Call Center Costs without Losing Customers?
sponsored by SAP America Inc
WHITE PAPER:
Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.
Posted: 01 Feb 2008 | Published: 01 Feb 2008
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Empowerment as a Growth Strategy
sponsored by Oracle Corporation
WHITE PAPER:
Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results.
Posted: 26 Sep 2007 | Published: 26 Sep 2007
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CALL CENTER SOFTWARE DEFINITION (continued): … 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 application modules to enable automatic management of customer queries as they arrive at the desktops call center agents. The modules could be modified or built by system developers to be integrated into specific desktop applications. Configuration and administration modules … |
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